Posts

A complaint is a gift

Jannelle Barlow and Claus Moller, the two authors of "A Complaint is a Gift" were ahead of their time. They wrote this forward thinking book around customer loyalty back in 2008 - as the concept of customer loyalty and customer feedback as…

Why customer delight is critical in “new rules” world

What is a good example ofcustomer delight? Exhibit A: you go online to an airline's website. Let's call them American Atlantic. You are in a rush, as you need to get some flight times and prices before rushing off to pick up your son from kindergarten…

The lost art of speaking to customers

Social media's going mainstream, allowing people to communicate more cheaply. Everyone's offshoring and outsourcing and driving down call center costs. And customer service is suffering hugely as a result. The impenetrable corporate monolith…

Shut that door, your horse has bolted

Isn't "managing your online reputation" somewhat shutting the stable door after the horse has bolted? If someone's so annoyed by your company or service that they want to give up some of their time to warn others about you online, it strikes…

If we could do one thing better for you…?

Why Asking For Customer Feedback? I had lunch with a friend recently who was involved in improving the customer service of one of the world's largest car parts companies. She told me that one of the most powerful things they did was to ask…