It is said that Strength of the Chain is decided by its weakest link. Same applies to Customer Experience. Howsoever beautifully designed customer experience might be, one weak link can spoil the entire experience.
Yesterday I had to get some documents from someone for someone. It was asap requirement. I could fortunately managed to get the same asap. It was appreciated by a friend of mine who was seeking it. Next question was about delivery of documents to him. I was dependent on someone who was meeting my friend next day. I also conveyed him that he need to carry some documents. But link proved weak and somehow he didn't turned up as promised.
Now my asap WOW !!! at the first step, turned out to be a bad experience for my friend. at the end.
Learning is - WOW !! Customer Experience must be deigned end to end covering all the customer touch points till the end of the experience. Any weak link & its gone for a toss. Intentions matter less than actual actions.
How many top level superior intentions turn into equally superior customer experience?? Challenge lies here.