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Channel: The Customer Bites Back » Customer Service
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New Site!

This blog will aggregate my own B2B marketing experience with those of other customer experience experts I met during the course of a 3-year customer experience thought leadership campaign.  Regular...

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Check out the Showcase

Check out the Showcase tab for good, bad and ugly examples of customer service.  Share your examples of the best and worst customer experiences you’ve encountered!

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Thought Leadership on Customer Experience: Part 1

Are you a client, customer or consumer?  No doubt all of the above, depending on the product or service in question.  Likewie, there are probably lots of reasons you initially decided to do business...

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Turning Lemons Into Lemonade

Last year more than 3000 consumers in the U.S. and U.K. took part in a survey that asked about the most critical elements of a customer experience (see http://bit.ly/mzJhTg).  Given the recession, you...

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When Lightning Strikes

Earlier this week another freakishly-strong thunderstorm rolled through town, and a great bolt of lightning cracked right above our house.  My adrenaline surged, and so did our electricity –...

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Why Your Employees Aren’t Delivering Better Customer Experiences

As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service...

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Customer Experience in Financial Services – Part 1: Banks

What’s different about customer experience in the banking and credit card industries? Glad you asked. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, in...

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Customer Experience in Financial Services – Part 2: Credit Card Issuers

Even with all the publicity surrounding last year’s Dodd-Frank financial-reform legislation and the pending Durbin Amendment fee controls, the public doesn’t generally differentiate between the major...

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Scary Story: Social Media Spooks Financial Services

In honor of Halloween, I’ve written about something really scary – social media.  It may not scare you, but it frightens the risk-adverse traditionalists who manage financial services companies!  They...

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One Bad Experience

This time my husband wrote the blog entry for me.  Actually he wrote the following account of a bad experience to place on a restaurant’s Facebook page.  You’ve probably all written one like it – or...

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