I am obnoxiously smitten with the hosting company Rackspace, so much so that my co-workers wonder if I secretly work for them in my off hours. We recently migrated our entire surveying and reporting technology…
The following is a real life example of how American Airlines missed an opportunity to turn me into a promoter of their customer service, and instead their customer service became the topic of my blog post on poor customer problem solving.
American Airlines customer service manager says: “We can only take 50% of the blame [...]
So you think the customer is always right? Saks 5th Avenue would disagree. And they’re willing to stake their brand, relationship with customers, and insane legal fees on it.
Saks is making news for all the wrong reasons. This happened in Portland, OR – but it’s making news around the country. Check out this video for a 30 second overview of the situation.
In my last post, I used Nike+ support as an example of a company that really gets the nuance of service recovery. I finished my experience with them happy, even though they actually didn’t even fix my initial problem. I guess I’m a sucker for the little things. Now let’s use LinkedIn as an example of a company that missed an opportunity to further cement my support (I remain an unabashed fan)….
The impact of service failures depends largely on the way recovery happens. At a base level, it is often not the mistake that makes us tell a dozen people about the experience, but what the company or organization does to recover. There is reasonable evidence (this Journal of Marketing Research article, for example) that what [...]
