Has It All Been Said?


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Sometimes I just get tired of talking.

Don’t get me wrong. I love a good banter as much as the next guy. The intellectual waltz. The idea shuttlecock, batted around until it’s frayed.

But I just got to thinking the other day, when it comes to customer service and the customer experience, could we maybe use a little less talk and a whole boat-load more do?

Has it all been said? Maybe it’s the fact that not a whole heck of a lot of people are listening? Or, maybe doing is just really hard. What’s the cliche? Talk is cheap? Not necessarily. There are a lot of smart people with a lot of smart ideas. Forgive me the gratuitous plug, but tune into Twitter on any given Tuesday night at 9pm to the #custserv chat. There is no shortage of great ideas and great advice from some keen thinkers. My friend Stan Phelps has a whole site dedicated to real examples of unique customer experiences.

What I’d like to read more about is stories of customer service actually reinvented. Where are the case studies of companies that have listened to some of the great ideas available for free in places like that, and have put a plan together, implemented it and delivered value where little existed prior?

There’s a reason the web is filled with references to Zappos, Wegmans, Virgin, USAA and Apple.

Republished with author's permission from original post.

Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.


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