172. CX Lessons from My Trash and Recycling Experience

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.
Here’s the story of how that changed four months ago for the worse.
I’m Ethan Beute, Chief Evangelist at BombBomb, host of The Customer Experience Podcast, and co-host of the CX Series on the B2B Growth Show. 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.
Here are some thoughts from the episode:
Why the best CX is an appropriate experience
Why customers bail when communication is unhelpful
What the channels and touchpoints were and how they failed
How not to manage change 


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