Once again American Express has released its Customer Service Barometer (2012 version, 2014 version). Once again, the findings aren’t pretty (see below): Companies consistently miss expectations and are getting steadily worse – 31% in 2012 versus 26% two years earlier.
President George W. Bush claimed credit for winning a war only just begun and Vice President Al Gore once famously claimed credit for inventing the internet. Probably a good idea to do some fact-checking before opening one’s mouth, but claiming
Thomas Tripp and Yany Grégoire wrote an illuminating article for MITSloan titled When Unhappy Customers Strike Back on the Internet. I recommend it for anyone trying to deliver customer service via social media channels. A few of the more interesting
One promise of technology is improved efficiency. However, when it comes to customer service, the wrong technology applied in the wrong way can backfire and negatively impact customer experience. Long ago, if you had a complaint/question about a product you