172. CX Lessons from My Trash and Recycling Experience

<p>I’ve lived in the same residence for almost 15 years. For 14 blissful years, I had no communications with my waste management service, and that was exactly how I wanted it.</p> <p>Here’s the story of how that changed four months ago for the worse.</p> <p>I’m <a href="https://www.linkedin.com/in/ethanbeute/">Ethan Beute</a>, Chief Evangelist at <a href="https://bombbomb.com/">BombBomb</a>, host of <a href="https://bombbomb.com/blog/the-customer-experience-podcast-ethan-beute/">The Customer Experience Podcast</a>, and co-host of the CX Series on the <a href="https://sweetfishmedia.com/b2b-growth/">B2B Growth Show</a>. In this episode, I share the story of change management so awful that it made the local news and caused garbage to physically pile up on the streets of Colorado Springs.</p> <p>Here are some thoughts from the episode:</p> <ul><li>Why the best CX is an appropriate experience</li> <li>Why customers bail when communication is unhelpful</li> <li>What the channels and touchpoints were and how they failed</li> <li>How not to manage change </li> </ul> <p><em>Subscribe, listen, and rate/review the Customer Experience Podcast on </em><a href="https://itunes.apple.com/us/podcast/the-customer-experience-podcast/id1453581989"><em>Apple Podcasts</em></a><em>, </em><a href="https://open.spotify.com/show/6dv6SvwyqOI02pjzJ8srQq"><em>Spotify</em></a><em>, </em><a href="https://play.google.com/music/listen?u=0#/ps/Ib4mg6ojo5rlrqjdjcdg6oiyx3q"><em>Google Play </em></a><em>or </em><a href="https://podcasts.google.com/?feed=aHR0cHM6Ly9jdXN0b21lcmV4cGVyaWVuY2Vwb2RjYXN0LmxpYnN5bi5jb20vcnNz&amp;hl=en"><em>Google Podcasts</em></a><em>, and find more episodes on our blog.</em></p> <p><em>Listening on a desktop &amp; can’t see the links? Just search for The Customer Experience Podcast in your favorite podcast player.</em></p>