Want an example of what not to do with customer service? Here’s one from the airline industry. Not only a good example of bad call routing, but a lesson in online self-care failure and how a bad backup plan will escalate the cost to resolve even simple problems.
Here is another case of Bad Customer Experience – from the Telecoms industry.
Call centers may have been a staple of customer care operations for decades, but changes in communications culture will change their role as a primary channel. The following is a list of forces and factors […]
My Mom and Dad recently upgraded their mobile phones from Blackberry devices they’ve had for a few years to the iPhone 4S. They are both customers of one of the largest US wireless operators. (I […]
How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What struck me […]
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