Customers LOVE dashboards

Hi Reader

Well, it finally happened. After years of debate, companies everywhere have agreed that SLAs are all customers ever wanted.

Forget about empathy. Forget about ease. Forget about whether the customer’s problem was actually solved. If the system shows “resolved,” that’s all that matters!

APRIL FOOLS!

Fear not…Doug Rabold wasn’t fooled in this week’s CX Passport…

“What we've measured in the past is based on the things that help us to be better providers, but they don't really focus on the customer themselves.”

Turns out, SLAs are the ultimate April Fools’ joke on businesses. They look good on paper, but customers don’t care about your metrics. They care about their experience.

On CX Passport, Doug explains why XLAs, not SLAs, are the real way to improve CX. Because the best brands aren’t playing tricks on themselves.

Wait? What are XLAs, you ask? Tune in to find out.

Your Turn
Have you seen really good XLAs where you work?
OR…just have some fun…what’s one of the best April Fool’s jokes you’ve experienced?

Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one with XLAs” with Doug Rabold in CX Passport Episode 210🎧

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