Category: Customer experience
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An Über apology
A little before Christmas, the worst happened in Sydney. Martin Place suddenly became the center of attention when one man took hostages the customers of a café and the the whole started fearing about whatever was happening at that time. In the wake of this event, Uber sent a communication that would trigger an immediate…
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A History Of Customer Service
Customer service is dead! Or maybe not but at a time when CRMs, data, tools would allow to provide flawless, fast and responsive service, it does seem that the quality of service has never been any lower. It is not even needed to look at – or just think about – the “garçons” calling names…
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In bed with Zappos
A cheeky title for a post about customer service through Twitter and the way Zappos nails it. So much for the literature, better for hailing a best practice on customer service. The story begins late at night. A warm summer-like night in Paris, France. The stage is set in a random flat, home to a…
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Apple is still wonderful
Apple, currently in the spotlight with Ashton Kutcher’s Jobs and Carl Icahn‘s Twitter “masterpiece” after taking a few hits from Android rivals is still running the show and winning the hearts of customers. This very post comes from my recent experience with the company. First, while looking from far away. Then from becoming a customer.…
This Is Sam's Town 