I don't want to write too much — we all know we barely read anymore. But I do want to plant a seed. Or at least make you think for a moment.
For years now, companies have been loudly claiming they put the customer first. That they're obsessed with user experience. That everything they do is for you. But then you go out for coffee with your kids, or to the supermarket, or — even worse, because they brag about it even more — you open any e-commerce site... and you ask yourself: does this feel like anyone is actually taking care of me?
Is consuming today more satisfying than it was 20, 30 or 40 years ago? Do the people who serve us transmit confidence, warmth, a reason to come back? Does online shopping feel honest?
I think about the great department stores of this country — where buying something used to mean genuinely knowledgeable staff, free home delivery, and a real guarantee if something wasn't right. Yes, it cost a little more. Those "extras" were built into the price. But it felt so good.
Does anyone feel that way buying anywhere today?
With love,
Silvia Barroso
PS: To summarize — there was more genuine CX in any local neighbourhood shop than there is today in most companies or businesses.
Silvia Barroso Padilla — Tech Entrepreneur, UX–AI Strategist & Mentor. Founder of Nexus Dupla™ and creator of Intelligence Experience™ (iX™). Based in Madrid, Spain.