My next The Tentacle column is on customer service... http://www.thetentacle.com/author.cfm?MyAuthor=41
Description
The 2010 customer experience impact report cited that 82% of consumers have stopped doing business with a company as a result of a negative experience. What is different from years past is that companies now understand this phenomenon and have seen the impact that a negative experience can have on its reputation and bottom line (heard of “United Breaks Guitars” anyone?). Companies invest in customer service to avoid bad experiences, but what is the impact of a positive one? The 2010 Customer Experience Impact Report, commissioned by RightNow and conducted by Harris Interactive®, unveiled some significant results on how much consumers are willing to spend to ensure a superior custo...
The decline of the quality of customer service has become such a trite tired topic that it is almost unworthy of the time to write about it.
[…]
In recent years, Rocky Mackintosh, Dan Rodricks, and Jay Hancock have chronicled well the customer service challenges with Verizon.
I grew up with friends with parents who worked for Verizon’s ancestor, The C & P Telephone Co., and they were proud of the high quality of customer service that was provided.
In recent years, most of my experiences with Verizon are the stuff of a ‘B’ horror movie written by Franz Kafka staring Dilbert.
[…]
In a recent visit to a new health care provider, the first thing one noticed as I entered the office was the plethora of signs with slogans about great customer service. It was a sure sign that the provider had serious customer service issues and wanted replace the shortcomings with happy-talk and slogans. Sadly I was correct. Yet what can be done about it. Ah, that would be nothing.
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Hey, I’ve worked for the public for over four-decades and it ‘ain’t no picnic.’ Yet one would think that in an era of social-media, blogs and online content opportunities, even mega-corporations would start to understand that consumer pushback is only going to increase.
Be sure to read The Funded’s Adeo Ressi Arrested After Virgin America Flight Incident” and “Delta Flight 1843 From JFK To Hell,” “Suit Over Faulty Computers Highlights Dell’s Decline” or “Citigroup: Too Big to Manage” for good examples…
20110426 sdosm My next TT column is on customer service
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