January 16, 2008
I’m just now catching up to this stellar New York Times article, Put Buyers First? What a Concept. It details Jeff Bezos’ obsession with customer service.
The author, Joe Nocera (who’s a great business reporter), gets a free Playstation 3 for his son (mm-hmmm) shipped to him from Amazon.com just in time for Christmas — even though his originally purchased Playstation had been delivered and signed for by someone in his apartment building.
The article points out that Amazon’s focus on customer service isn’t exactly a barn-burner of a strategy when it comes to pleasing Wall Street, but that it seems to be working when it comes to repeat sales.
Best part of the piece:
“
There is simply no question that Mr. Bezos’s obsession with his customers — and the long term — has paid off, even if he had to take some hits to the stock price along the way. Surely, it was worth it. As for me, the $500 favor the company did for me this Christmas will surely rebound in additional business down the line. Why would I ever shop anywhere else online?
Then again, there may be another reason good customer service makes sense. “Jeff used to say that if you did something good for one customer, they would tell 100 customers,†Mr. Kotha said.
I guess that’s what I just did.
â€
Indeed, you did, mister journalist. I believe Amazon just spent $500 very wisely.
[Amazon.com is on Get Satisfaction.]
December 17, 2007
We’ve been written up again. Oh wait, that’s a good thing.
Unlike in our days at elementary school, getting written up as an adult in a national publication is what many people strive for. It’s a sign that people are taking notice. Of course, that kind of spotlight isn’t always desired — especially if you’re being called out for not responding to customer complaints.
The article in question appears online in Computerworld as part of the ongoing Facebook controversy. In the article, Disgruntled Facebook Users Look to Get Disabled Accounts Reactivated, Heather Havenstein recounts the problems Satisfaction users have been having with their Facebook accounts.
Satisfaction users are still reporting problems on that front, and unfortunately Facebook hasn’t yet entered the conversation. But there’s plenty of room in this conversation for everyone, and we hope to hear from them soon.
December 1, 2007
I figured I might introduce myself since you’ll be hearing from me sooner than later. Get Satisfaction has hired me to help out with the upcoming Customer Service is the New Marketing Summit.
I’m a customer service consultant and writer. Every weekday, I write on my own blog about customer service – Service Untitled. I’ve been doing that for almost two years and it has been a great experience. I’ve also worked in marketing and operations, two areas which I try to combine with my customer service experience.The ultimate goal, of course, is delivering a (nearly) perfect customer and customer service experience. It’s my job to help companies do that.
I’ll be helping to put together the speaker list, promote the summit, and help with the summit’s overall content and direction. Over the coming weeks, you’ll see interviews with speakers, some behind the scenes looks at the summit, and more information about this exciting event.
Remember, the summit is on February 4. Get your tickets now – space is limited and you save money by acting early.
I’m looking forward to meeting many of you soon.
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