As a marketing, branding and public relations practitioner since 1990s, I also wear another even earlier hat, that of customer service and process quality (since 1980s). What can the recent United Airlines incident benefit from an enlightened service approach?
Tag: service quality Page 1 of 3
Today, my family had the most unpleasant experience at a local McDonald’s outlet, where patrons waited for an hour (my family waited for half an hour) for what seemed like simple breakfast orders. The problem? Let’s start with the new self-service kiosks.
We are simple consumers. We have a simple wish – to have a pleasant experience whenever we enter a service establishment, and to come out of it just a little happier. Is it that esoteric a wish? I do not think so.
Every customer has free will and is increasingly able and willing to determine what his needs and wants are, and to speak loudly for them.
Have you traveled on the metro and bullet trains in Japan before? Then you must have wondered why their trains are punctual, well-maintained, and consistent.
Customer service is really, really simple. Let me illustrate with a real-world example I just experienced with a filmmaking equipment vendor more than 8,000 kilometers away.