Last year was a rough year and most customers don’t want to be reminded of it. 

However, a large organization rolled out a new program with a name very similar to “Covid.” Now, they probably had been working on this program in advance of the outbreak, but someone at the organization should have spoken up and voiced the fact that customers more than likely wouldn’t appreciate the name – that the name would negatively impact the success of the program, regardless of how amazing it was.

Astonishingly enough, no one did. Or if they did, they weren’t listened to. The business rolled out the program with a “Covid” sounding name. 

Not surprising, a few weeks later, the business sent out a notification to its customers informing them of a name change for the program.

The organization could have saved itself trouble and saved itself from losing customers if it had put a little thought into the launch. If the business had truly put itself in the mindset of its customers, that rollout would never have happened the way that it did. The company prides itself on being “customer-centric,” but this story proves that there are gaps in their execution of a quality Customer Experience. If the business didn’t understand why the name was a bad idea, what hope is there that they understand their customers’ experience at all?

The situation demonstrates to the customers how “out of touch” the organization is and it could have so easily been avoided.

Prove to your customers that you understand what they are going through. Don’t prove to them that you don’t.