Amazing customer experience example: When I was reaching out to this company through a phone call, they had all my details already available through cross-reference with my phone number. This made troubleshooting my issue much easier. They were also able to ‘guess’ what the issue was that I was having based on a recent interaction with the website/product. Additionally, I was able to get the issue resolved without needing to be transferred to another agent.
Poor customer experience example: The opposite was true here. Even after providing special instructions for my delivery, the information that I provided was not handed off to the other people in the organization- in this case, the delivery driver. Because of this, the delivery was unsuccessful and I was charged a fee by the company.