Positive customer experience when my cell phone company was able to remove innacurate charges at the first point of contact, not requiring me to “negotiate” up the chain. The Force was the level of authority granted to the Cx representative.
Negative experience however, was with the same company not being able to actually solve the issue I was having, and requiring me to call in each month to have the charges removed. The friction was not having a clear understanding of who had the knowledge to correct the problem outright or not having the expertise available in real-time to allow consistency of communication.