Customer Experience Storytime host and storyteller Russel Lolacher shares the story of The Disappearing Digits.

In this tale, Paul and Lynn buying a used computer from their son, Joe. Though comfortable with technology, computers frustrate the couple so when put in a position to have to update a software as a service (SAAS) security protection, their customer experience took an unexpected turn. The expected, turned to the unexpected as they worked to protect their computer. 
Listen to their story to learn how a SAAS company failed, hiding from their customer, then we will explore what were the emotional impacts from those actions and the actions or strategies you can take to move your customer relationships forward. 

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