Saturday, October 08, 2005

Good Customer Service

Rick's got another great post on his blog about customer service. I had started out by writing a simple "right on" comment but ended up with something to post right here:

I just sent and email to

>incredibly, i've had my very first experience w/the amazon site that has let me down... the gift certificate redemption does not work while using firefox, nor does it provide ANY user feedback at all.

I'm so disappointed!

When designing the customer service experience, you really have to think through ALL touch points, human or systems driven. It's an incredibly complex web of things to consider but if your organization is truly customer focused, great things can happen.

I can't find the exact quote or source, but I recently heard something along the lines of "The problem with being focused on internal staff issues is that your butt is facing the customer."

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