AppLearn®’s Post

More on being a lightning rod for bad customer experiences ... the Amazon edition. I am now living in Ireland. I can't find a place to tell Amazon that. But as there is no amazon.ie, I would use amazon.co.uk anyhow. I changed my default delivery address to one in Ireland. So far, so good. My partner is still living in the UK for the moment. So we do things to keep the relationship going, like watching a video together using Watchparty while we're in our respective living rooms. Oh, but wait. Amazon Prime Video thinks I'm travelling, so they are restricting my videos to a mere handful. Nothing that either of us want to watch. Even the videos that are trending in Ireland aren't available to me, despite being in Ireland. No one seems to have seen this before (of course), so I try to call Amazon customer service. Voice chatbot (of course), then two factor authentication, twice, then turn down an offer to chat (likely with another bot because how can you explain the weirdness to a scripted conversation), and get through to an agent. And now the real fun begins. Over 12 tries to take down my phone number because the agent can't hear me properly. I stand near the window. I try standing on one leg, using the speaker, not using the speaker, etc. Nada. So back to intense frustration and no resolution. What would you do in this situation? A - Persist and get some resolution. B - Give up on Prime Video but continue using Prime Delivery (though in Ireland, that is still 3 times as long as the London-based deliveries.) C - Cancel the account altogether. D - Other (elaborate).

***NOTHING IS REAL*** We wrote this article in the first part of the year when the Amazon story broke regarding the smart stores not being so smart. If this is the case, then what else in the modern world is nothing but smoke and mirrors? What are your thoughts? You can read the full article below in the latest edition of Game Changers Magazine...enjoy! #nothingisreal #gamechangersmagazine

iMAD Research is headed to the Big Apple for #QuirksNY, July 17th and 18th! John Wulff, CAIP and Andy Pfau will be there, as well as our founders Abhishek Soni and Kartik Khanna. Look for us in our sponsored cafe and chat with us over a cup of coffee before heading back into the informative sessions! For a full schedule and all the info you're looking for before the event, click here: https://lnkd.in/d-aKqiUY Quirk's Media #marketresearch #mrx #onlineresearch #consumerinsights #insights #customerinsights #humaninsights #datacollection

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In today's world, Combining and balancing Hi-tech and Hi-touch approaches can indeed be a highly effective strategy for businesses! #customerservice #customerexperiences #cx #balance 

Decoding the Lowercase “i” in Apple Products: A Symbol of Innovation and Individuality - In the world of technology, few symbols are as instantly https://lnkd.in/eMv3phyY

Retail Today / Retail Renaissance: “Technology vs Reailty or Humans vs Machines” How do we find the harmony? “Self-Checkouts: Technology or Human failure? Or both? This past week thousands of retailers, attended #nrf Big Show, thousands of vendors were selling their new technology. Now what? It comes down to “Technology’s Promise”, can they deliver? It’s a great question, but don’t ask me to give up my #ipad or #iphone! Flashback: Charlton Heston “Cold Dead Hands”. Self-Checkouts vision, convenience, speed, expense savings vs customer frustration. Then you add the layer of theft. Can retailers do a better job with Self-Checkouts? Ask #Costco, they are staffed, they have achieved “Substainable Execution”. Mission accomplished! Opportunity or Problem? #retail #technology #selfcheckout #peoplefirst #stores #shoppingexperience #futureofretail #roi #TopRetailExperts