Customer service in the digital age – what changes?

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 it seems to me the starting point must always be … Continue reading Customer service in the digital age – what changes?

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: “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, interpersonal interactions, and learning processes. … Bad impressions and bad … Continue reading If bad is stronger than good what can we do about it?

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 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 customer experience. I’m not sure if American Express were really … Continue reading Trust, customer service and customers you do not want any more

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 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 went thus … I’ve had and used both a gold … Continue reading American Express discovers new depths to customer service

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 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 completely different customer service experience to the excellent one with … Continue reading Full fees mean universities owe good customer service