Anecdotal evidence that Comcast's shoddy customer service practices disappoint consumers is overwhelming and warrants consumer protection. Its customer support is poor because most Americans have no other provider in their area.
Number one, if you run a customer service department, hire people that are actually interested in delivering that. And really the larger lesson is that whatever you do, make sure that you love what you do and find people to work with and for you that love what they do, too.
Customers are picky, prickly, and ever ready to jump brand if they feel someone isn't feeling their pain. A customer who can't find the right answer in the FAQs, or discovers gum under the table at the fancy restaurant can quickly become a fugitive.
I wanted to let you know that I mistakenly received an item I did not order from your catalog, and wondered if you could send someone by my house to pick it up. It is a doorstop, sized 8.5 inches by 11 inches by 3.5 inches, weighs 13.6 pounds, and looks to be created entirely from your catalogs.
Although this may seem like a reasonable assumption, both research and case studies highlighting the benefits of humility and vulnerability have emerged in recent years. One of my favorite real-life examples comes from Domino's Pizza.
The heat, light, buzz and hype about all things social has overshadowed plain old content marketing for much of the last 2-3 years. But social media has failed to deliver for many businesses and for good reason.
With customers eager to blast bad news about a company, product or experience, small business owners now have to start taking customer service more seriously or else one minor mishap could send current patrons away and practically shut the door on any potential new clientele.
Here's a good story about 12 young Rwandans, born in a terrible time of violence and genocide, who are playing very positive roles in their country's growing hospitality sector. It's a funny story, too.
Women rock social media marketing and for good reason. They intuitively know how to build "community" into any marketing process, are empathic, goal oriented, nurturing and much more. Brands: market accordingly.