{"id":1322,"date":"2020-10-06T19:53:07","date_gmt":"2020-10-06T19:53:07","guid":{"rendered":"http:\/\/voxcentrix.com\/blog\/?p=1322"},"modified":"2021-04-16T18:11:42","modified_gmt":"2021-04-16T18:11:42","slug":"3-emotional-stories-that-will-show-you-how-to-close-the-experience-gap-with-your-customers","status":"publish","type":"post","link":"http:\/\/voxcentrix.com\/blog\/2020\/10\/06\/3-emotional-stories-that-will-show-you-how-to-close-the-experience-gap-with-your-customers\/","title":{"rendered":"3 Emotional Stories That Will Show You How To Close The Experience Gap With Your Customers."},"content":{"rendered":"\n<p class=\"has-text-color has-medium-font-size has-luminous-vivid-orange-color\"><strong>An Experience Gap occurs when our brands fail to meet our customer\u2019s expectations at any point along the customer journey.<\/strong> <\/p>\n\n\n\n<p class=\"has-medium-font-size\">It\u2019s the chasm between what you promise and you deliver.&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">In this blog post, we wanted to share 3 touching stories of amazing customer service that will make you feel inspired and that will show you how to close the Experience Gap with your customers. <\/p>\n\n\n\n<p><\/p>\n\n\n\n<figure class=\"wp-block-embed-youtube wp-block-embed is-type-video is-provider-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"FedEx man saves the day, delivering wedding ring just in time for ceremony\" width=\"1170\" height=\"658\" src=\"https:\/\/www.youtube.com\/embed\/x2OYn7k9gG0?start=20&#038;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>1. FedEx Driver saves dream wedding and close Experience Gap<\/strong><br><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">When COVID-19 smashed Savannah and Dylan\u2019s dream wedding plans in Hawaii, they decided to change to a small ceremony on the beautiful coast of North Carolina.<br><\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>\u201cThe lovebirds organized a last-minute beach ceremony with a total of five people on the special day last week.<br><\/p><p>The company making the groom&#8217;s wedding band had been shuttered by the virus outbreak, but said the day before the wedding that it could overnight the ring, Kulenic said.<br><\/p><p>One problem: The wedding was scheduled for 3 p.m., but the ring wasn&#8217;t expected to show up until 4:30.\u201d&nbsp;<\/p><\/blockquote>\n\n\n\n<p>(ABC NEWS <a href=\"https:\/\/abcnews.go.com\/Health\/wireStory\/love-wins-delivery-driver-hero-beach-wedding-70184987\">https:\/\/abcnews.go.com\/Health\/wireStory\/love-wins-delivery-driver-hero-beach-wedding-70184987<\/a>)<br><\/p>\n\n\n\n<hr class=\"wp-block-separator\"\/>\n\n\n\n<p class=\"has-medium-font-size\">They left a note at the address for the FedEx driver, telling him he had the ring and then headed down to the beach for the ceremony.&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">When Joe, the delivery driver, saw the note and realized what was in the package, he didn\u2019t just leave it on the doorstep\u2014he quickly ran to the beach and handed over the package just in time.&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">Joe\u2019s entrance with the band saved the wedding and Savannah &amp; Dylan&#8217;s story became a piece of major news. <br><\/p>\n\n\n\n<p>Other Source where you can read stories like this: <br><\/p>\n\n\n\n<p><a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2020\/10\/05\/the-top-5-viral-moments-in-customer-service-in-2020---in-celebration-of-customer-service-week\/#570bd0cfbd8a\">https:\/\/www.forbes.com\/sites\/blakemorgan\/2020\/10\/05\/the-top-5-viral-moments-in-customer-service-in-2020&#8212;in-celebration-of-customer-service-week\/#570bd0cfbd8a<\/a><\/p>\n\n\n\n<p><\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"940\" height=\"788\" src=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story.png\" alt=\"Customer Experience Gap Story\" class=\"wp-image-1329\" srcset=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story.png 940w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-300x251.png 300w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-768x644.png 768w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-830x696.png 830w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-230x193.png 230w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-350x293.png 350w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Customer-Experience-Story-480x402.png 480w\" sizes=\"auto, (max-width: 940px) 100vw, 940px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>2.<\/strong>The representative who expressed his condolences on the loss of his mother. <strong> <\/strong> \ud83d\udc90 <\/h2>\n\n\n\n<p class=\"has-medium-font-size\">A man ordered 9 pairs of shoes for her mother who was at the hospital at the moment<\/p>\n\n\n\n<p class=\"has-medium-font-size\">\ud83d\udc61 Not knowing her foot size, decided to order nine different pairs and return the ones that didn&#8217;t fit.<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">Sadly, his mother passed away \ud83d\ude22<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">Time passed and later on, he realized he never returned the shoes. They have never been worn, but he was outside of the return window.<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">\ud83d\udce7 He sent an email to the shoe company explaining his situation, wondering if there was something they could do for him.<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">The <a href=\"https:\/\/www.linkedin.com\/feed\/hashtag\/?keywords=customerservice&amp;highlightedUpdateUrns=urn%3Ali%3Aactivity%3A6712784662399463424\">#customerservice<\/a> representative who received the email let him know right away, that a UPS truck will show up at his house to pick up all the boxes. \ud83d\ude9a \ud83d\udce6<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">No charge. His credit card would be credited with the full amount of the original purchase. The representative also expressed his condolences on the loss of his mother.<br><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>When the delivery truck arrived, the driver also brought a bouquet of flowers with deepest sympathies from the customer service representative. \ud83d\udc90\ud83d\ude9a \ud83d\udce6<br><\/p><\/blockquote>\n\n\n\n<p class=\"has-medium-font-size\">Guess which shoe company was? Zappos !!!<br><\/p>\n\n\n\n<h4 class=\"wp-block-heading\">\u2714\ufe0fMoral of the story?<\/h4>\n\n\n\n<p class=\"has-medium-font-size\"><em>Every company is facing difficult times. But every interaction with our <\/em><a href=\"https:\/\/www.linkedin.com\/feed\/hashtag\/?keywords=customers&amp;highlightedUpdateUrns=urn%3Ali%3Aactivity%3A6712784662399463424\"><em>#customers<\/em><\/a><em> is an opportunity to create amazing experiences that can become great stories of <\/em><a href=\"https:\/\/www.linkedin.com\/feed\/hashtag\/?keywords=customerappreciation&amp;highlightedUpdateUrns=urn%3Ali%3Aactivity%3A6712784662399463424\"><em>customer appreciation<\/em><\/a><em>.<\/em><br><\/p>\n\n\n\n<p>SOURCE: <a href=\"https:\/\/unmarketing.com\/\">UNMARKETING<\/a> Book&nbsp;<\/p>\n\n\n\n<div style=\"height:100px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-1024x576.png\" alt=\"\" class=\"wp-image-1330\" srcset=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-1024x576.png 1024w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-300x169.png 300w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-768x432.png 768w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-830x467.png 830w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-230x129.png 230w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-350x197.png 350w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/Closing-The-Experience-Gap-Story-2-480x270.png 480w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\"><br><strong>3.Triscuits to Fiji, a delicious Experience Gap story. <\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\">Mike Derment founder of <a href=\"https:\/\/www.freshbooks.com\/\">Freshbooks<\/a>, a software company, mentioned on his blog his fascination for the new flavors of the Triscuits crackers.&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">A customer of his company located in Fiji commented on the blog post, joking that he shouldn&#8217;t talk about things he can&#8217;t pick up in his house.&nbsp;<br><\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>\u201cI am right now dying to try cracked pepper and olive Triscuits. I am seriously considering cancelling my FreshBooks account because of this irresponsible posting. Have a heart\u2014Jonathan.\u201d (<a href=\"https:\/\/customerthink.com\/from_how_to_wow_create_a_culture_of_buzz\/\">CUSTOMERTHINK.COM<\/a>)<br><\/p><\/blockquote>\n\n\n\n<p class=\"has-medium-font-size\">The owner of FreshBooks took the liberty to buy some Triscuits and have them sent to Jonathan in Fiji.&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">The customer was so excited, that he wrote a feature article in the Fiji Times that created a <a href=\"https:\/\/customerthink.com\/from_how_to_wow_create_a_culture_of_buzz\/\">\u201cfirestorm of positive buzz\u201d that lit up the FreshBooks name all over the Internet.<\/a><br><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What a great way to close the Experience Gap! <\/strong><\/h2>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Even if it wasn\u2019t directly connected to their business.What a great way to close the Experience Gap!&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"has-medium-font-size\">We hope you enjoyed these 3 stories.<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Every day is an opportunity to go the extra mile to create an amazing experience for your customers.&nbsp;<\/strong><\/p>\n\n\n\n<p class=\"has-medium-font-size\"><strong>Problems will arise<\/strong> and there will be Experience Gaps, but you can do something about them if you and your team are prepared and share the same mindset for customer service. <\/p>\n\n\n\n<p class=\"has-large-font-size\">It\u2019s culture.&nbsp;&nbsp;<br><\/p>\n\n\n\n<p class=\"has-medium-font-size\">If you want to know more about us, click on the following buttons and share this content, if possible!&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.voxcentrix.com\/call-center-services.html\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"728\" height=\"90\" src=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences.png\" alt=\"The experience Gap\" class=\"wp-image-1165\" srcset=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences.png 728w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences-300x37.png 300w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences-230x28.png 230w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences-350x43.png 350w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/lets-create-amazing-customer-experiences-480x59.png 480w\" sizes=\"auto, (max-width: 728px) 100vw, 728px\" \/><\/a><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.voxcentrix.com\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"728\" height=\"90\" src=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1.png\" alt=\"The Voxcentrix family\" class=\"wp-image-1326\" srcset=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1.png 728w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1-300x37.png 300w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1-230x28.png 230w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1-350x43.png 350w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/10\/banners-blogs-1-480x59.png 480w\" sizes=\"auto, (max-width: 728px) 100vw, 728px\" \/><\/a><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.voxcentrix.com\/contact.html\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"728\" height=\"90\" src=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER.png\" alt=\"call centers in Mexico\" class=\"wp-image-1139\" srcset=\"http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER.png 728w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER-300x37.png 300w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER-230x28.png 230w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER-350x43.png 350w, http:\/\/voxcentrix.com\/blog\/wp-content\/uploads\/2020\/07\/vOXCENTRIX-BANNER-480x59.png 480w\" sizes=\"auto, (max-width: 728px) 100vw, 728px\" \/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>An Experience Gap occurs when our brands fail to meet our customer\u2019s expectations at any point along the customer journey. It\u2019s the chasm between what you promise and you deliver.&nbsp; In this blog post, we wanted to share 3 touching stories of amazing customer service that will make you feel inspired and that will show [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":1336,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-1322","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Closing The Experience Gap With Your Customers: 3 Emotional Stories<\/title>\n<meta name=\"description\" content=\"3 touching stories of amazing customer service that will make you feel inspired and that will show you how to close the Experience Gap with your customers.\" \/>\n<meta name=\"robots\" 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