In a recent post on the NY Time Freakonomics blog an example of a company creating a Moment of Truth and really wowing the customer was given as the single best example of customer service.
The linked story is incredibly heart-warming and is one of those times when an employee has gone the extra mile out of care for the customer. Companies should be looking for those moments when they can win a customer (and entire set of blog readers for life).
Not all interactions will have the opportunity to win a customer over, but they are there and companies should be prepared to invest in the right ones, at the right times.
If you have any amazing customer service stories that you'd like to share please email me directly or post via comments.
As I read this story I clicked the link to read the comments. What is interesting was before I could read the comments I was given the option to complete a short Customer Survey through a third party company. Not the ideal customer experience when reading a story about the best customer service ever.
Companies like the NY Times should take into consideration their own customer's experience with the specific stories they are reading.
Wednesday, October 1, 2008
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