Yesterday I attended the VCN Annual Conference in the Netherlands. The chair of the Dutch Customer Service Federation announced 3 action points because of the T-Mobile customer service riot. These are reducing waiting lines, improved collaboration and improving complaint management. Not a very effective approach in 2011, in my humble opinion. May be time to acknowledge and start acting according to insights like these.
Just three years ago, you needed to be a prominent blogger like Jeff Jarvis or Bob Garfield to make an online noise loud enough to inspire a company response to a particular product or service issue. It was about that time that Thor Muller, Co-founder and CTO of Get Satisfaction, developed an online tool that would “allow anybody that same power,” to in essence, “get satisfaction by pulling the company in.
To be continued at http://www.fastcompany.com/1704630/is-customer-service-the-new-marketing
- Intruiging post: Don’t expect customer service from a US health insurance company (fredzimny.wordpress.com)
- The 10 New Rules of Customer Service (fredzimny.wordpress.com)
- The Top 10 Customer Service Trends for 2011 (fredzimny.wordpress.com)
- Top 5 worst places for customer service (fredzimny.wordpress.com)
Tags: Blown to Bits, Bob Garfield, CRM and Web 2.0, customerservice, Fast Company, Front Office and Customer Service Operations, Knowledge management, Performance management, Get Satisfaction, Jeff Jarvis, Marketing, Social CRM and social business, T-Mobile, Thor Muller, Vision, Ways of Seeing
Tags: Because i like to share again and again, Business, CRM and Web 2.0, Customer experience, Customer Management, Front Office and Customer Service Operations, Knowledge management, Performance management, Innovation, Service Management, Social CRM and social business, Vision, Vision, visionaries, vision things, trends, Ways of Seeing
Recommended: #CRM #C A Loyalty And Satisfaction Misconception http://ht.ly/18uKDd
Photo credit: Captain Crank
Tags: Because i like to share again and again, CRM and Web 2.0, Customer experience, Customer Management, Customer relationship management, Customer Service Management, Front Office and Customer Service, Social CRM and social business, Vision, Vision, visionaries, vision things, trends, Ways of Seeing