What Drives Customer Service

I'm passionate about customer service and what drives it, what makes it great and why it sometimes fails. ReadThis.com is a collection of my own experiences with the brands, products and services that I encounter as a customer, stakeholder or interested by-stander.


Customer Service Pays Off

Published April 23, 2010   permalink

In my last post I talked about the exceptional I receive as a Continental Airlines customer. Now let's talk about how this commitment to service pays off - in dollars.

 
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Cole Fox Hardware: Customer Service in Action

Published April 20, 2010   permalink

I'm at Ad:Tech this week in San Francisco -- and as luck would have it my laptop charger picked today to fail. I looked at the charger and cord for a minute and realized the power cord itself had failed at the strain relief, a common occurrence.

 
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The WOW Factor in Customer Experience

Published April 13, 2010   permalink

Heading home from Seattle, I got this sinking feeling when I was checking in for my Continental flight back to Austin when the terminal check-in kiosk message read "No record found." I had been wondering why the automatic "Check in for your flight now..." email hadn't arrived..but assumed it was because I changed my seats at the counter in Austin. I actually had a bigger problem.
 
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Aircel’s “Save Our Tigers” Initiative

Published February 20, 2010   permalink

If your national symbol was seriously endangered, you'd take an interest in protecting it, right? That's exactly what Aircel is counting on with its "Save Our Tigers" social media based initiative, detailed at the CII Brand Summit 2010 in Bangalore. (Twitter #BrandSummit2010)

 
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Social Media moves into Operations

Published January 04, 2010   permalink

2010 is here, and with it comes the continued advance of technology into business. That the web has reshaped the way we do business--or view and patronize businesses as consumers--is a more or less foregone conclusion. Sure, in mass markets in developing countries markets are still pretty basic: price and availability rule.

 
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