Caught an interesting show on CNBC the other night called Customer (Dis)Service, featuring a look at how customer service has evolved over the years.
Included in the show was at outsourcing and call centers, but the most interesting part was an examination of how some companies are using Social Media as part of the customer service equation. It was also interesting to see the focus on how customers are also using Social Media as a means of fighting back when they don’t get the service they want. Included in that segment was Dave Carroll of “United Breaks Guitars” fame.
Perhaps my favorite line from the show (and I can’t recall who said it) was:
Customer service is the new marketing
I’m not sure if CNBC is going to run the show again, or if it will be available to stream online, but here’s the trailer from the show to give you a taste, and if it is aired again, make sure you check it out.
- Case Study: Why Crutchfield’s Customer Service Philosophy Sets It Apart (stepbystepmarketing.com)
- Customer Service, Moments of Truth, and Social Media (leaderchat.org)
- Why Wait? Why Giving Customers What they Want will Save your Business (marijeanjaggers.com)
- The customer is the customer. Adapt or die. (businessesgrow.com)
- A Customer Service Story Told with Lord of the Rings Action Figures (inklingmedia.net)