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Strategic insights into the direct commerce industry, including ecommerce, direct marketing and related fields

Missing the point about customer service

MSNBC published an article last week, entitled, “Biggest Customer Service Blunders of All Time.” The writer, Paul Levesque, cites five blunders and they’re pretty good points. The theme of these five blunders is that companies approach customer service as something they do after the fact — which is often true. But the solution to providing good customer service is not what you do after the customer contacts you, good customer service is what you do before the customer realizes something has gone wrong. Think through the implications of that!! 4-10-2006

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Filed under: Direct Commerce, Uncategorized

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