Syed's Customer Experience Blog

The Perfect Holiday Gift This Year - Great Customer Service

In a fight for holiday shopping dollars, many companies are now using feedback from customers - on everything from store cleanliness and staff behavior to billing and support issues - to respond directly to customers to solve complaints. And they're doing it before customers walk away.

via www.prweb.com

I know this is a seasonal message but it amazes me how many companies pay this subject lip service but never implement anything tangible to help front line employees. Just redirecting a percentage of budgets allocated to market research firms, consultants and internal insight teams is enough to dramatically change the customer experience for customers and employees.

Kudos: Amazon.com

Kudos: I really like Amazon.com customer call back service. You put in your telephone number on the website and within 30 secs THEY CALL YOU! I love it. I finally feel like I am the customer for once. There agents seem very good as well. Well done Amazon!

Vancouver 2010 Games lack of feedback.

Frustrated by the lack of feedback channels surrounding the Vancouver 2010 Olympics. where is the voice of the community?

When unhappy customers meet tag clouds

I saw this on Gizmodo.com an had to share it. It is a classic case of looking at customer experience in a silo fashion. customer forums are good, right?  tag clouds are good, right? they don't have anything to do with the call center of shipping, right?  wrong!!

if you don't live up  to your customer experience promise this is what can happen..What does this do to the NewEgg.com brand?