Lessons From Blackberry – How To Lose A LOYAL Customer – The Story Continues

There are times when even the best of brands goof up when it comes to handling complaint issues, and then there are brands who not only goof up and fail to apologise, but also compound the issue further by providing even worse service. Today’s narrative is just such a story. …

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Lessons From Blackberry – How To Lose A LOYAL Customer In Two Days

I have been a loyal customer and supporter of Blackberry for several years now. Yes, I plead guilty of using a service that everyone else seems to be moving away from globally, because honestly, I have found the BB platform excellent as a business user, and have absolutely loved the …

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Elements Of An Apology

Another gem from Seth Godin which I just had to share… “The disappointing thing is that most people and organizations that take the time to apologize intentionally express neither compassion nor contrition. If you can’t do this, hardly worth bothering. But it is worth bothering, because you’re a human. And …

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Customers Don’t Buy Excuses !

Ever raised a concern about a product or a service with the seller, only to get an excuse in return ? The probable answer to this would be yes. Which brings me to the next, and most relevant, question. Did you buy it ? No, I’m not referring to the …

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A Service Provider’s Ethical Dilemma

An Ethical Dilemma “Never say no when a client asks for something, even if it is the moon. You can always try, and anyhow there is plenty of time afterward to explain that it was not possible.” – Cesar Ritz, Hotelier Food for thought… For me this statement creates an …

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Customer Perspective

“Not being in tune with your customers is like living in an alternate reality; the way you think your customers feel about your product is not always the same as what your customers really think about your product.” – Bo Bennett One sentence that brilliantly sums up what customer focus …

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The Failed Prophecy – A Customer Service Perspective !

A disappointed customer sends the following email to the head of Customer Service at Mayan Prophecies Inc. Dear Sir, For many years now, I have been a loyal subscriber to the services and prophecies of Mayan Inc, and have been lapping them up. As a matter of fact, I have …

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