You can take out some slides in 30 seconds if you need to.
Earlier this week, I heard a presentation by a well-known analyst and author who is an expert on topics related to customer service and the technology used in that field.
One of her examples of customer service related to an experience in which a friend of her’s was amazed by a service provider’s customer service phone support. He was blown away by the simple integration of two data points that enabled him to not have to repeat his issue multiple times. “Oh, I see you were just on our website,” the customer support person said.
I would be impressed by that technological breakthrough, myself.
Unfortunately for the presenter, the company was United Airlines and the audience reacted to the example with laughter.
They were not impressed.
You’ve got to admit it: using an example about customer service in the context of massive coverage about how a customer of their’s had been beaten up and dragged off a plane because they were oversold is being far too loyal to one’s presentation deck than necessary.