Posts Tagged: Customer Service

iPhone 3G – One Week On

In my post iPhone 2.0 Wishlist I outlined what I hoped for from the new iPhone which Steve Jobs did indeed announce on June 9th – so did I get everything I wished for? I was lucky enough to receive my iPhone 3G on the July 11 launch day; I say lucky because the launch and the run up to the launch here in the UK was a shambles, and that is being polite. O2, the UK network that has the exclusive deal for the iPhone, made a a big deal about pre-registering interest in the iPhone 3G and in offering upgrade deals and launch day delivery by courier to us, their existing customers. They must have sent me half a dozen SMS messages telling me “it was almost here” etc. and then on Monday July 7 they sent me and my fellow pre-registrants an SMS telling us we could order our iPhone now. Reeeeady…. GO So we all head to the O2Continue Reading ›

Fuel for Thought

I wrote about the FUEL Conference earlier and what a success I believe it to have been; but I didn’t go into my thoughts following the event. It strikes me that company culture is a key factor in a successful social and community strategy. The companies that are doing well and really engaging with their customers through communities, social networks and other web 2.0 tools are those that are doing so as an extension of their company culture and their business model if you will. They are companies that truly value their customers, that really want to engage with them in honest and open dialogue, that want to have fun and that want to create remarkable products and experiences. They have, to paraphrase Tara Hunt, “made happiness their business model”. These are not companies that have outsourced their call centres to India, in fact these are companies that have banana phones rather than call centres. These are not companies thatContinue Reading ›

Did I Speak Too Soon?

Having cited Apple as an example of companies bringing their customer service back home I was dissapointed to read this item over at Boing Boing Gadgets which seems to suggest that they aren’t. Not only has the writer repeatedly had trouble getting through to Apple but when he got through this is the quality service he received: “I see from your serial number you have a Macbook Pro.” “Yes” I replied. “Is this a portable computer?” When I replied—incredulous—that it was, the man said there was a special “portables” department and shuffled me back directly into the same queue I had been in before. Total wait time: 45 minutes Total problems solved: 0 How very disappointing. I hope Apple aren’t arrogant enough to think that their products don’t need support and if they do it can be poor support… that’s not the kind of “reality distortion field” that got them where they are.

An Open Letter on the Subject of Customer Service

Dear readers, customer and company representatives, I am sick and tired of bad service. Not of bad products and goods but of the service that supports those products or is the product itself. I am fed up with you seeing me as an annoyance, as something that costs you money to provide a service to and of your belief that I will accept the poorest possible service and not take my business to your competitors. Here’s the thing; I will, and at the drop of a hat. Here, out of the goodness of my heart, are a couple of clues for the clueless companies out there: Clue 1 I am fed up with receiving terrible service because it “boosts your bottom line”. Here’s the thing, “off-shoring” your call centres to India is a terrible and short sighted idea. Yes, it boosts your bottom line but for how long? What happens as your customers wise up to the appalling service andContinue Reading ›

CDBaby Loves Me

It makes such a refreshing change when a company a) has a personality and b) feels able to express that personality in their communications with their customers. I recently ordered the new Thomas Dolby CD and DVD from and just received this fantastic email to let me know they had shipped. Subject : CD Baby loves David Your CDs have been gently taken from our CD Baby shelves with sterilized contamination-free gloves and placed onto a satin pillow. A team of 50 employees inspected your CDs and polished them to make sure they were in the best possible condition before mailing. Our packing specialist from Japan lit a candle and a hush fell over the crowd as he put your CDs into the finest gold-lined box that money can buy. We all had a wonderful celebration afterwards and the whole party marched down the street to the post office where the entire town of Portland waved ‘Bon Voyage!’ toContinue Reading ›