Eric B and Rakim wrote the book on hip-hop’s modern era. They know a thing or two about customer engagement too Whether we’re a brand or a celebrity, the point isn’t what customers think about our brand. The point is what our brand thinks about our customers. … Read More
What is about advanced capitalism that reproduces primitive Soviet-style customer service experiences? what bank wouldn’t want to help a valued customer stressing out about her lost payment cards and personal data. Or so we thought. Five reasons why call centres end up failing. … Read More
Can any company with bad customer service survive in a world of ubiquitous social media? Here’s a small round-up of the many ways in which my local train company, First Capital Connect, is committing customer servicide. … Read More
Imagine the cost of bad customer service in a world where 200 million blogs exist and 34% of bloggers post opinions on products and services. Bad customer service begins to sound like customer servicide doesn’t it?
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I get unreasonably impatient with bad service but turn into a love-struck puppy when a company really impresses me. But to do that, doesn’t just mean exceeding expectations. It’s increasingly about doing the seemingly impossible. The amazingly lovely Elysium Hotel gave us one of the best customer experiences of our lives. So this is a ‘customer service postcard’ from our holiday. … Read More