Tagged: customer experience Toggle Comment Threads | Keyboard Shortcuts

  • signaltonoise 2:05 pm on March 7, 2011 Permalink | Reply
    Tags: customer experience, , rcn, tivo   

    The true measure of a customer centric organization is not how well they treat you while you’re a customer, but how they treat you when you no longer wish to be a customer. Making it difficult to cancel will not win you points with already disgruntled customers. (I’m looking at you RCN and TiVo!)

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  • signaltonoise 2:25 pm on September 15, 2010 Permalink | Reply
    Tags: customer experience,   

    The Rage Curve 

    Fast Company takes a look at some customer service practices that drive customers, like comedian Lewis Black, nuts.  The article includes a chart on how automated telephone systems are driving customers up a wall:

    One thing is clear…the quicker you give customers access to a live agent, the less inhumane they perceive the transaction.

     
  • signaltonoise 2:10 pm on September 15, 2010 Permalink | Reply
    Tags: customer experience,   

    Seams or No Seams, which would you prefer? 

    Not long ago, Seth Godin commented on a buzzword that we’ve been guilty of using from time to time…"seamless."  As Seth points out, there are certain instances where seams are important, like on a football.  However, in some cases (like if you’re hanging wallpaper), seams can also be unsightly disturbances.  In the case of customer experience, seams are the latter.

     
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