A new survey investigates the economic impact of delivering poor customer experiences. On average, Australian consumers end 1.37 relationships, with an average value of AU$403, because the customer service didn’t meet their expectations.
Seth Godin posted recently, about employees who take a “dont blame me, all I do is work here” approach to customer service. Unfortunately, Qantas were proving Godin’s point to me while he was still typing.
Charging customers who want to commit to a longer relationship at a higher price, seems a strange strategy.
How would customers reinvent your product? google’s recent announcements of google wave and Chrome OS, demonstrate a challenger brand approach to product innovation.
Something wonderfully strange has happened to Air New Zealand – they’ve developed a personality! Following hot on the heels of their nothing to hide ads, comes their bare essentials in-flight safety briefing.
I love flying Virgin Blue / Pacific Blue, because they continually remind me that you don’t need to be dull, just because your all competitors are. While most airlines focus on providing a service (A to B, on-time with some food thrown in), Virgin Blue provide a whole experience. I remember my 1st impression of […]