The Jeff Jarvis: Dell Hell Archives
This is a link to Jeff Jarvis' BuzzMachine: Dell Hell Archives
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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
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:
... Bad impressions and bad stereotypes are quicker to form and more resistant to disconfirmation than good ones. "
This
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