Today I'm going to tell you a story about customer experience and how customer experience can make or break your brand.
Last week on Wednesday, I was getting excited to fly over to Frankfurt to speak at a HubSpot User Group event organised by one of my partner agencies. I was supposed to present about Inbound PR so of course I couldn't wait!
I woke up early in the morning to start packing for this quick trip and catch my flight at 12.30pm.
I make myself a cup of coffee, turn on the laptop to check my emails quickly and as I always proactively do, I went to Dublin Airport's website to see whether my flight would have any delays just so that I am aware of changes, if at all any.
I saw something else, though.