Monday, 22 October 2007

Random Acts Of Customer Service

I can sometimes really get ranty about customer service issues. Sometimes I just rant to my friends and family, sometimes I use the power of networks to get my way (give Leigh her $10 back Amazon!) and now I also use my blog.

Companies are of course struggling with this as they find their disgruntled consumers "opinions indexed in Google right next to the evil corporation that just screwed [them] over and other scenarios familiar to anybody who has read the Cluetrain Manifesto."

Naively I thought I would ask the question this morning as to why more Corporations are not doing random acts of customer service? The truth is, most of us usually only attempt to index issues that have really pissed us off. I mean those incredibly dumbfounding moments when you find yourself speechless at the complete ineptitude of how you have just been treated.

Why wouldn't we want to blog about the reverse? An act of kindness. A program of good will. An unexpected surprise that delights one enough we can't help but blog about it.

Thought of the day: Less bad shocks, and more delightful surprises. Random acts of customer service - maybe someone should give it a try.


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