Don’t Use “Security” to Cover Up Your Bad CX

Posted Friday, October 3, 2014 in Customer Experience by Ronni Marshak

How do you deliver a great experience to your customers?

  • Provide them with a 360-degree view of their information
  • Make it easy for customers (and your staff) to get things done

Password SecurityThis is not rocket science. We’ve been preaching this gospel since 1998. So, we were shocked to discover that two major companies—Bank of America and Comcast—flunked CX 101 this week. And, when they did, they blamed it on the new “excuse” that executives are now invoking: “we make you jump through all these hoops for your own good; it protects your security.” #Fail!

Secure for “Your Own Good!”
Cumbersome Security Measures Create Difficult Customer Experiences
By Ronni T. Marshak, EVP and Senior Consultant, October 2, 2014


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