CX Therapy - Episode 187 - When your food simply never arrives
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CX Therapy - Episode 187 - When your food simply never arrives
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CX Therapy - we've all had 'em, those customer service experiences that are so bad they leave you wanting to run straight to your therapist's couch. Maybe that is not such a bad idea, there are good lessons in every bad customer experience. Join industry veterans Julien Rio and Max Ball as they share some of their scariest and most disturbing customer experiences, and break them down to see what went wrong. Was it the wrong technology. structural issues, agent problems? Listen in and find out.In today's episode, Julien Rio shares a painfully relatable food delivery nightmare: an order that starts with a 20-minute promise, turns into an hour of waiting, and ends with a cancellation and refund after the hunger has already won. We unpack what went wrong, why “too busy” is not a customer experience strategy, and how brands can lose loyalty in a single bad moment.