After having a bad experience with Firestone products, my affinity for CX research has brought me back to my local Firestone service center to learn how Firestone does CX. And I have not been disappointed.
Breakfasting at the Ritz Diner across the street (at the recommendation of Anderson, my Firestone CSR) has in itself been a good experience. So even this factors into the equation.
Given my current profession as UX Analyst/Architect, I am at times as stubborn as they come when it comes to CX. But even I can’t resist when my rants are met with respect, empathy and understanding. Anderson’s professional demeanor, enabled through the corporate Firestone has restored me as a customer. He hit all the right notes, and they’re called me back to the Firestone fold.