I believe the next great battle for the fickle consumer's dollar will be fought on the customer service front. Outstanding customer service is one of the most valuable intangible "gifts" that a company can offer.
As Joe Sharkey tells it in his article entitled Travel Bug, the big airlines are a classic example of how an industry just simply isn't getting it when it comes to customer loyalty. “When an airline makes a big mistake, they want to give me more miles. They don’t understand: I really don’t want to get on your plane under the conditions you’re subjecting me to. Give me good service instead.”
And from Arrive, Amtrak's surprisingly well-written in-train magazine, here's a wonderful piece on what some of the best companies - think Zappo's with their legendary free back-and-forth shipping - are doing to keep their customers happy. Enjoy.
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