Advertising Age - Garfield The Blog - Comcast Must Die
Reading this first reminds me of my own Comcastic experience (shudder). However, I also think about these at a larger level. Customer service is a serious problem industry-wide, and it might be so throughout significant segments of the economy. Consider Jeff Jarvis' "Dell Hell" campaign, or the constant vilification of every cellular carrier (just read the comments in any CNET carrier review). Service is dreadful on a macro level. Those companies that specialize in exceptional customer experiences (Nordstrom's the first to come to mind) seem to be thriving. The anger that these experiences generates needs to considered by these companies. No amount of PR will rebuild relationships thus sacrificed. Steven Covey's model of the emotional bank account is apt. Sadly, so many companies are grossly overdrawn, and will be forced to declare bankruptcy.