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 activity. Thus, rather than focusing on excellent customer service, most organisations focus on the cheapest and most efficient form of customer service. But … [Read more…]
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: “The greater power of bad events over good ones is found in everyday events, major life events (e.g., trauma), close relationship outcomes, social network patterns, … [Read 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 choose which customers they deal with. But it seems that how they remove those customers from the books is the critical thing for brand and … [Read more…]
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 my accounts. Unless their customer service tactics are treat ’em mean and keep ’em keen something very strange is happening at that company IMHO. It … [Read more…]
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 phone call only to have a diametrically different conversation on the next call with the other university. Also, it seemed bizarre to be having a … [Read more…]
