Watch out companies - your poor customer service is spreading at the speed of light. With the advent of the Internet, people can access information about your company - good or bad - in an instant. Not only will a negative experience be relayed to friends and family, but now the whole world will know!
I Googled the keywords "Bad Customer Experience" and came upon a posting about a Cingular Wireless customer who, after a dozen or so calls, finally got his problem fixed. Why must it take a dozen calls? Why can't it be fixed with the first phone call? And then I came across another negative Cingular customer experience which really made me think twice about ever signing up with their company.
Retail companies should take heed because of all service-related industries, this industry encountered the most customer turnover rate. More and more consumers are voicing their complaints via groups and forums, blogs, and email. And companies wonder why they have no customers!
» "Help Me Because Sears Won't!" from CustomersAreAlways
A couple days ago I wrote about how word of a negative customer service experience can travel at the speed of light.... Today my friend, Karyn, tells me a story of when Sears accidentally gave her a negative credit rating. She wrote... [Read More]
Tracked on: February 5, 2006 12:14 AM | Permalink to Trackback