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)