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$100 Fine for Bad Customer Service »

By Mark on Aug 12, 2008 in Branding, CRM, Offer, Process, customer service | 1 Comment

I've written about good customer service in the past, highlighting my excellent experience with L.L. Bean. I've postulated that quality customer service is actually free, because the incremental sales more than make up for "excessive" talk time and refunds/credits granted by your customer service representatives. Here's a trivially-observed example of what lousy customer service will cost you. In this example, from Verizon, it's a minimum of $100.

Nice Save, Apple »

By Mark on Jul 20, 2008 in Email marketing, customer service | 0 Comments

Apple's .mac service changeover to MobileMe was a complete debacle.  The system was down for more or less the day before the iPhone 2.0 launch and for that entire day.  If you rely on your .mac account for your email, like a lot of independent consultants and graphic design professionals, that downtime cost you real [...]