The line about a reply that could have been sent to anyone is the one I am going to steal, because the same test works one step earlier than support. Open a store's category page and ask whether it could sit on a competitor's site unchanged. Of 197 online stores I reviewed this summer, 29 had category pages that were a grid of products and nothing else, with no guidance at all on how two similar options differ. Those pages could belong to anyone.
The buyer still needs the answer, so the question walks into the inbox as "which of these two should I get". Your team then writes that comparison by hand, one customer at a time, and it never makes it back onto the page. That is an escalation too. Not to the CEO, but from a page to a person, all day, for free. The cheap version of your point: pull last month's pre purchase tickets and count how many of them are a paragraph that was supposed to be on the page.
The line about a reply that could have been sent to anyone is the one I am going to steal, because the same test works one step earlier than support. Open a store's category page and ask whether it could sit on a competitor's site unchanged. Of 197 online stores I reviewed this summer, 29 had category pages that were a grid of products and nothing else, with no guidance at all on how two similar options differ. Those pages could belong to anyone.
The buyer still needs the answer, so the question walks into the inbox as "which of these two should I get". Your team then writes that comparison by hand, one customer at a time, and it never makes it back onto the page. That is an escalation too. Not to the CEO, but from a page to a person, all day, for free. The cheap version of your point: pull last month's pre purchase tickets and count how many of them are a paragraph that was supposed to be on the page.