During the 1992 U.S. presidential campaign Ross Perot famously referred to a “giant sucking sound” of U.S. jobs heading to Mexico when NAFTA went into effect. If you’re not careful, that giant sucking sound could be your customer service. Despite
Customer Experience – Oklahoma Style
An entertaining song from the musical Oklahoma regales the trials and tribulations of a love struck girl who can’t refuse amorous advances. She’s the girl who “cain’t say no”. Companies who want to provide an exceptional customer experience face a
Eurostar Earns a Second Chance
In my last post, I had some harsh words and pointed advice for Eurostar’s customer service team. Over two weeks from my initial inquiry, Eurostar’s Traveller Care team responded. Here’s how I graded the end-to-end experience. Responsiveness – Poor. Two-plus
Eurostar’s Service a Black Hole
Ever have a situation when you felt like your concerns and complaints go in, but nothing comes out? I call that the customer service black hole. A personal experience with Eurostar reminded me of its recent public failures. Four trains