Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too.
This Bizarre Support Chat Will Make You Laugh. Or Cry. by Roger Dooley
(Roger Dooley) Internet service providers and cable TV services have the lowest customer satisfaction ratings of all rated industries in one survey. These firms do many things poorly, but a bizarre interaction with my current internet provider uncovered a brand new customer experience failure.
My Comment: Friction is another word for “inconvenient.” If you’ve been following my work, you know how important the concept of easy and convenient is as a customer experience business strategy. Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to
