Archive for category: Customer Service
Red Bulletin: The Gold Standard for Customer Magazines
Basically they are the first thing I throw away as soon as I have taken them…
Customer Win-Back: How NOT to do it!
While doing research for a workshop I stumbled over an amazing video and audio recording about an AOL customer who wants to cancel his account, but unfortunately he is not allowed to. The call center agent strictly follows the script of his AOL Customer Retention Manual and gets it horribly wrong.
Unfortunately for AOL, the guy who is cancelling his account made a recording of this call. Here it is (transcripted version):
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- Five Use Cases to Leverage Twitter for your BusinessJune 11, 2009, 7:11 pm
- Customer Experience Design: The Ritz-Carlton vs. IKEA PhilosophyAugust 12, 2008, 7:23 pm
- Do humans really need location based services?June 9, 2008, 12:16 am
- The service recovery paradox: Increased loyalty through...April 14, 2008, 11:15 am
Service-Dominant Logic of Marketing: The One Academic Publication...April 3, 2012, 6:00 pm
The time has come to re-invent financeMarch 14, 2012, 12:15 am
An Interview with Jonathan Ive, VP of Industrial Design...March 12, 2012, 10:49 pm
The Traits of Great Customer Experience LeadersMarch 9, 2012, 9:20 am
- [...] Customer Experience Design: The Ritz-Carlton vs. IKEA...August 12, 7:23 pm by I'm on the Pursuit of Happiness » Customer Experience Design: The Ritz-Carlton vs. IKEA Philosophy | Customer Experience Academy
- [...] known as the service recovery paradox and there is...April 14, 11:15 am by Effective Apologies « Strategic Communications
- [...] Here is a link to a great post from The Customer Experience...March 9, 9:20 am by The Traits of Great Customer Experience Leaders | Customer Experience Academy | At the Front Lines of Customer Experience
- [...] Idee schlägt ein, gebloggt (CX Academy und Andreas...February 5, 4:05 pm by Mit dem Röstigraben Express zur Lift 12 | Customer Experiences That Matter
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