{"id":213,"date":"2017-07-07T19:55:23","date_gmt":"2017-07-07T17:55:23","guid":{"rendered":"http:\/\/metaworks.eu\/wordpress\/?p=213"},"modified":"2020-04-06T21:58:52","modified_gmt":"2020-04-06T19:58:52","slug":"ux-vs-quality-even-when-it-fails","status":"publish","type":"post","link":"https:\/\/metaworks.eu\/wordpress\/ux-vs-quality-even-when-it-fails\/","title":{"rendered":"UX vs Quality &#8211; Even when it fails"},"content":{"rendered":"\n<p>Last month when I travelled to the Middle East, my connecting flight was cancelled. That&#8217;s always kind of annoying, and the airline I chose particularly sucked at managing the situation. But it made me think&nbsp;<em>how such a situation can be turned around<\/em>? There&#8217;s treasure everywhere, so: Is there maybe an&nbsp;<em>opportunity for great customer service<\/em>&nbsp;in there?<\/p>\n\n\n\n<p>It starts with the obvious &#8220;we are sorry&#8221;, but I think this is common sense. Right!?! &#8230; so how about&#8230;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>If you like, we can assist you in contacting XYZ, so they don&#8217;t have to worry (and so that there&#8217;s no unnecessary cost incurred for you)<\/li><li>You could even cross-sell, if done right: Instead of crappy airport hotels, sell me a Spa ticket. Sightseeing, you name it.<\/li><\/ul>\n\n\n\n<p>Finally, don&#8217;t forget the follow-up when I&#8217;m back home:<\/p>\n\n\n\n<p>&#8220;My name is &#8230;., I am manager of &#8230;, I heard about your experience&#8230; would like to hear how we managed&#8230;&#8221;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Last month when I travelled to the Middle East, my connecting flight was cancelled. That&#8217;s always kind of annoying, and the airline I chose particularly sucked at managing the situation. But it made me think&nbsp;how such a situation can be turned around? There&#8217;s treasure everywhere, so: Is there maybe an&nbsp;opportunity for great customer service&nbsp;in there? [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[49],"tags":[24,23,22,21],"class_list":["post-213","post","type-post","status-publish","format-standard","hentry","category-product-ownership","tag-customer-experience","tag-customer-satisfaction","tag-quality","tag-ux","entry"],"_links":{"self":[{"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/posts\/213","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/comments?post=213"}],"version-history":[{"count":1,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/posts\/213\/revisions"}],"predecessor-version":[{"id":214,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/posts\/213\/revisions\/214"}],"wp:attachment":[{"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/media?parent=213"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/categories?post=213"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/metaworks.eu\/wordpress\/wp-json\/wp\/v2\/tags?post=213"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}