In Customer Service … Please Hold, we won’t be adding to the lexicon of strategy names or trying to wedge your business into a strategy that we’re promoting. To the contrary, our fundamental belief is that regardless of the customer service strategy you employ, over time the outcome of individual customer service experiences determines the success of your long-term strategy. And our going-in thesis is that this is true regardless of the strategy you deploy. The expectation is that the takeaways from analyzing experience after experience will ultimately yield lessons that can be applied across the entire canvas of customer service strategies ...
Two famous retail companies I’ve done business with for years – Apple and Eddie Bauer. Both have a history of offering high quality products defined by their durability, style and functionality. But it appears they are taking distinctly different approaches to customer service. Over the winter holiday, I had a chance to experience both. One was exceptional; the other abysmal …
Welcome to the worst Burger King in America! Have it your way? NO WAY. Virtually every time I’ve visited this store, something was wrong. And that something is different most every time —
