Customer service in the digital age – what changes?
Kate Carruthers During an exchange on Twitter earlier this year with some folks who were attending #scrmsummit we chatted about customer service and about how costs are a real focus for most…
customer service
If bad is stronger than good what can we do about it?
I’ve been reading an old article that remains extremely interesting – it is an academic paper dating back to 2001 titled Bad Is Stronger Than Good. The authors note that:…
Trust, customer service and customers you do not want any more
I’ve been thinking about my recent American Express experience – outlined in AMEX discovers new depths to customer service. It is clear to me that companies have the right to…
American Express discovers new depths to customer service
I’ve been an American Express customer for a long time. But recently they made it apparent that they do not want my custom so I’m in the process of closing…
Full fees mean universities owe good customer service
In recent times I had parallel customer service experiences with two different universities: Queensland University of Technology and Charles Sturt University. It was very strange to hang up from one…