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Customer Experience - CX Demo - Page 34
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Category: Customer Experience

Demo Site

CMX Cinemas Clearwater, FL throws family out.

Kicked out because your theater was not able to sell large popcorn. I chose not to have popcorn then. The Manager(?) started yelling about why your theater could not sell large popcorn. Watch the security video. I had with my family already left the concession and was headed up the ramp when manager(?) threw us out. Said she wasn’t going to take me raising my voice to her. Funny, because she is the one that chose to shout the popcorn explanation at me as I was already headed to the ticket taker. My family has been coming to this theater since before my 14 year old son was born. We can live without popcorn. Super disappointing that because we chose not to conform to the offerings of the day we were thrown out. I guess the customer is never right. Denied seeing Wakanda Forever. Canceled by “Karen and cancel culture”. Now my rewards account is not working and I appear to have lost the three reward tickets that were used and not refunded. Ripped off for sure. I believe the involved manager(?) has sabotaged my rewards account. She escalated this at an alarming rate. Net result is three reward tickets were stolen from me. The manager gave us some bogus chits that I’m sure are worthless.

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The world as it is

No one sees reality. It’s worth repeating: No one accurately sees the world as it is. A person with hearing loss doesn’t experience the world the same way a synesthete does. A rock climber doesn’t see a steep slope the same way an elderly person does. And an optimist and a pessimist rarely experience opportunities […]

Learning in the new year

86,000 people have taken my Udemy courses over the last few years, and the first week of January is always a good time to lean in and learn. These are self-paced, video lectures. Udemy is offering the Modern Marketing course at 25% off for the next few weeks. The course for freelancers is my most […]

Logic is a special case

We agree on so many things. Productive arguments are scarce, because they depend on shared constructs of reality. And arguments are a luxury, because they allow people to engage around ideas without resorting to external forces or authorities for resolution. An argument might be flawed because it relies on facts that aren’t in evidence. If […]

Insightful data is called information

Data is everywhere around us, and most of it is simply noise. The purpose of information is to inform, to help us change our minds. Information has a point of view, it’s useful. It turns data into actionable truth. Getting more data isn’t the hard part. Turning it into information is. About a year ago, […]

All jokes are inside jokes

Someone’s not going to get it. That doesn’t mean it wasn’t funny to you. It simply means that culture works because, for a moment, a group of people share a history, an understanding and a point of view. When a design or a song or a riff fails, it might be because there weren’t enough […]

Scale and the small business (freelancer grid)

The industry giants want tonnage. Undifferentiated, commodity-priced, regularly delivered, consistent work for hire. They’re not going out of their way for freelancers that are bespoke, artisanal or even ‘better.’ They simply want to meet spec at the best price. They can keep you very busy, and they might even pay on time. There are a […]

How long is forever?

And how soon is never? Most organizations are fundamentally incapable of planning ten years out. When a company promises to be carbon neutral by 2030, they’re actually saying that they may never be. That’s because almost all the pressures on them are short-term pressures. And it doesn’t help that few people expect to be in […]

Our dreaming opportunity

School and work push us to avoid real dreams. Dreamers are dangerous, impatient and unwilling to tolerate the status quo. Existing systems would prefer we simply fit in. The dreams we need to teach are the dreams of self-reliance and generosity. The only way for us to move forward is to encourage and amplify the […]

Am I a rude customer?

Yesterday I went to a fast-food restaurant near closing hours (around half an hour before closing time) and ordered something on the menu using the self-service kiosk, but I didn’t know the restaurant didn’t have that option (Usually, unavailable options would be faded in the kiosk screen, but for the options I selected, they weren’t faded.) Then, an employee came and told me that they ran out of that option. So I said I was open to another option and ordered that instead. Then, when it came to eating for here or to go, I pressed for here on the kiosk, but then the same employee came and told me that the for here option wasn’t available either. So I said I would be open for to-go and chose that. Shortly after, I asked if the restaurant offered free refills for lemonade (some places do, so I thought the same case might apply). However, the employee said the restaurant didn’t offer free refills for lemonade. So I said OK and drank without saying a word. However, after that, the same employee gave me a dirty look, which honestly, I felt confused. I wondered if I did something wrong because I didn’t know how the restaurant works or whether the employee was being oversensitive. It was only my second time coming to the restaurant and definitely my first time ordering from the restaurant in a situation like this. I wasn’t a frequent customer so I wasn’t used to how things were in the restaurant. I tried my best to read the rules and menu, but sometimes I didn’t know the options were unavailable because nothing in the kiosk or menu in the restaurant indicated the options I selected were unavailable. Thus, I would like to know: am I in the wrong, is the restaurant and employee in the wrong, both, or neither? Why?

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