Sometimes your Customer Experience requires you to outsource a portion of it to a third party. Maybe it’s an installer or a tow truck service, or even an entire call center, but whatever or whoever it is, this part of the experience is not under your control. Today, we will examine whether this is a good idea or not.

We discussed this topic of outsourcing on a recent podcast, where my co-host shared a story about his friend who ordered a trampoline. However, the trampoline required assembly. Since assembling things was not in her or her husband’s skill set, they hired the trampoline vendor’s installation option. Unfortunately, after the trampoline arrived, the installation did not go smoothly, and my cohost’s friends spent the next few weeks managing a series of problems with it. When they called the vendor about the issues, the trampoline vendor was not as responsive as they had hoped since the installation was the third-party company’s responsibility.
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