ARMA has been ruminating on these customer service articles of late:
An important piece of customer service wisdom from Forbes for organizations that make traditional customer service forums difficult to use:
When companies make more traditional methods of contact easily available on their website, customers rarely turn to Twitter for customer service. Only when companies corrupt traditional channels and aren’t responsive (for example, an airline may take two days to return an email but only 20 minutes to answer a Tweet) do customers flock to social media to air their grievances. It’s not that customers enjoy asking for help in 140 characters or less. It’s that they like the way and the speed in which they are (currently) treated on social channels.
Customer service lessons to avoid, via a Huffington Post roundup. These companies are those with the lowest American Customer Service Index scores.
For a demonstration of commendable response to critical customer feedback, look at this restaurateur’s response to community criticism’s of DC diner “The Coupe.”
Finally, an interesting piece at Time tackles the nuance between customers who change their service providers because of bad service and those who change because an alternate provider offers better service: