Just can’t get enough of them services
July 12th, 2007Not so much work related
After Sprint made it into the news this past Tuesday, it comes as no surprise that a flurry of articles about customer service surfaced quickly after. All the more research material for me, I guess. Amongst the articles I found MeasuredUp, a site dedicated to customer reviews on customer service and brand experience (although I wonder why they split those two entities up). Apparently many businesses, after reading some of the reviews, have been proactively fixing some of their problems.
If only there were better service quality metrics. Yet another topic I have started thinking and reading about but have had no time to fully explore.
While I’m on the topic of customer experience… here’s a pretty amusing clip of a classic customer service example. It’s Ed Horrell calling Northwest Airlines, wondering why flight attendants get testy when you don’t have the exact change for a cocktail:
A little more work related
Mary Jo Bitner is coming to give a talk tomorrow, concerning her research on self-service technologies. It’ll be interesting to hear why she’s pushing this idea so much, considering the fact that the majority of the services world considers self-service technology to be the reason why customer service is going down the drain.
I am lucky that my mentor is the one organizing her visit. I will get to have lunch with her and Mary Jo, and will have some time to show Mary Jo some of the work I’ve been doing here at IBM. Should be pretty good, getting some feedback from a leader and founder of services marketing.
[tags] customerservice, IBM, MaryJoBitner, MeasuredUp, NorthwestAirlines, service, Sprint
July 12th, 2007 at 9:10 pm
Are you asking why they split them up because customer service is equivalent to brand experience or that customer service is a part of it?
Speaking of customer service, I don’t know if you’re familiar with this site, but it might be useful to you if you don’t: http://consumerist.com/
That’s cool that you get to hang with Mary Jo. You should get the hook up.
July 12th, 2007 at 9:20 pm
They’re definitely different – I guess I was asking because I rarely see them separated outside of design or marketing literature. Most people speak about customer service as a representation of the brand itself; it never occurred to me that people would give a separate review specifically on brand experience.
Thanks for the link!