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April 20, 2005
Customer service going down the tube - where is marketing?
(Posted by francois to: branding | worst practices )We went to a local restaurant here last night and had another one of those nightmarish dining experience caused by an abnoxious waitress. When I add this to the incompetence of the attwireless (I guess now Cingular) person I dealt with a few weeks ago and the absolute farce that I had to go through to get Adelphia's high speed internet access installed, I am seriously wondering about the state of customer service in this country.
I am saying this country because in a lot of other countries you kind of expect that. But in this country that was always one of the things that stood out for me - the high quality/friendly customer service.
Where has it gone? We cannot blame outsourcing! How come the marketing departments of those companies are not all over this problem. I am sure they realize that all customer touch-points influence the brand - not just the product line-up and the promotional stuff...
...but then again, maybe not.
[Technorati Tags: customer service cingular adelphia]
Posted by francois at April 20, 2005 08:15 AM | Bookmark This
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Comments
Unfortunately Marketing is out, literally, doing what Marketing has always done, looking for the next "lead". Either the strategy is flawed or the execution breaks down. Consider too the labor pool. We're not talking rocket science but neither do we have a deep pool of talented people.
Clearly the model needs to change and that's why Cherkoff's article is so compelling. How much more simple can it get?
Posted by: BRUCE PERRYMAN at April 21, 2005 02:56 PM
