Fortune magazine has a great article about the 101 Dumbest Moments in Business in 2007. It is a combination of the most unbelievably dumb, profoundly sad and excrutiatingly incompetent customer experience failures in 2007.
My favourites are:
#84 & 90 Southwest Airlines (Unbelievably dumb, and a testament to why Southwest will never be as good as Richard Branson’s Virgin)
#93 British Airways (Profoundly sad. British Airways also appears at #89 too)
#36 Best Buy (Excrutiatingly incompetent).
It is interesting to see how many airlines appear in the list (nine entries!), some of them more than once.
Take a look at the list and let us know your favourites. Or if you have even dumber customer experience moments of your own.
Bruce Temkin over at the Customer Experience Matters blog has a great commentary on the Fortune article.
Tip of the hat to the Perfect Customer Experience blog.
What do you think? Is customer experience just too difficult for most companies? Or is it a continuous learning process to get right?
Post a comment and get the conversation going.
Graham Hill
Independent CRM Consultant
Interim CRM Manager
