I often have issues with Shep’s views and explanations on CX. Here again, I might. Shep confuses customer service (support offered around the purchase of a product) with customer experience (the subjective perspective of the customer from all interactions). I also use Google and Gsuite. As an newcomer to North America, there is an optimistic “everything is amazing” attitude that I am not used to. Back to Google – they are terrible. Their keyword search is now outdated – it needs to deal with context better, so it’s customer value is low for me, given it’s importance. They never publish support details, so they offer close to Zero customer service. I am the custome who doesn’t want to wade through FAQs, so they are unhelpful for me. They are almost purely interested in gathering and harvesting customer data to – I don’t know, but monetize it?
In short, Google customer experience is poor for me. I am NOT on Shep’s page