Confused? yes, but why a company is trying to confuse the customers?

Buying a mobile phone online was supposed to a simple task – compare and select different model, make payment and wait for delivery.  However, my recent experience seems to tell a different story.

After  researches over Internet, I finally select a model from a top phone producing company.  And there was ongoing promotion – besides offer free enhanced support services, it also offered free shopping voucher.

So, that is where the confusion starts:

  1. as usual,  it stated that the promotion (voucher) “while stock lasts…”. I could understand that company will like to protect itself. but from customer perspective, he/she could feel cheated if voucher is part of the purchase
  2. after I added phone to the check out cart, the voucher is not there..  so, will I get voucher?
  3. Order was submitted, phone was delivered after a few days, but there is still no news about the voucher – no email no update…
  4. what shall I do?   I had to call their support line.  well, probably resolved, the agent provided a specific link to submit the redemption request.

so why the company did not what to provide a pleasant purchase journey?

  1. provide an update information whether the voucher is still available during the the check out phase?
  2. if the voucher is still available, why it was not stated clearly purchase order?
  3. why the redemption process was not sent to customer directly?

One possible reason is that the company want to protect itself from possible fraud?   however, the harm it does is probably larger than the value of fraud it protected.   The company shall consider different approach….

Travel during Covid-19

It has been a while that I have not updated this site.  One major reason is that I have to travel to another place even when the COVID-19 is still ongoing and number of cases around the world are still growing.

Travel is not longer the same now comparing to pre-covid-19 days.   In the next a few sections, I will share my experience of traveling during this period.

Stay tuned!

Take care and stay safe.

CX (Customer Experience) and UX (User Experience)

CX and UX are commonly used terms when we describe experience.   are they the same?

they are not.

typically, UX describes the users’ perception, gain, emotional feeling when they interact with certain products (either digital or not, most of the time, it refers to digital products, such as Web site, Apps on the phone….)

but, the scope of CX is much wider, it is not just about the interaction with a specific product but the journey with a specific corporation, company or another individual person who offers certain products.  it starts with advertisement, sales, service/goods consumption, billing, support/customer care….  and along the way, there could be many many touch points where UX is critical.

however, to achieve Good CX, a Good UX is not enough..  as mentioned, CX is about journey, about relationship.  A good UX, for example, a fantastic user feedback interface will not improve customer satisfaction if there is no follow up after user’s complaints…

this is a good reference :, I like their idea of different level of interaction – Single-interaction, journey and relationship.   but, I believe we should still draw a line between user experience and customer experience.  A user of a product may not be necessarily the customer of the company.  User experience design and Customer experience should focus on different topics.


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