Category Archives: Customer Experience

Dealing with a customer service disaster – the NerdGap way

One of the basics of customer service is (or at least should be) honesty. If a problem occurs in a customer service scenario three simple rules should be followed: Admit the problem. Find the root cause and fix the problem. Move on. While this should be fundamental to all customer service situations, all too often…
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Great Customer Service from Apple

Over the past few years, I will have to admit to becoming quite the Apple fan! I enjoy the technology, but I really think the thing that keeps me coming back is the way that every experience, in product and when in contact with Apple staff, is so positive. One of my favourite Apple gadgets…
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Brand Trust: Easy Come, Easy Go

I was shopping at a Woolworths Supermarket in Sydney recently, looking for a peanut butter that is 100% crushed peanuts - the Sanitarium product I had like has not been on the shelves for a couple of months. In the health food section I noticed a range of products under the "Macro Wholefoods" brand. Previously…
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The Opportunity of Complaints

Australian airline Jetstar recently got media attention when a gate attendant apparently acted rudely to a customer, actually several customers, while they were boarding a flight from Sydney. The fracas was apparently over carry-on luggage. When the customer, a Ms Mesha Sendyk, proved the carry on was within limits, the gate attendant started to rant…
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T-Mobile: A Good Customer Service Experience

In November I travelled to the US for DEMA 2009 in Orlando. During a stop over in LA, I signed up for a T-Mobile HotSpot account so that I could get access to wifi at a range of locations around the States. I signed up for the month-to-month advanced payment option. Today I logged into…
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Build Walls To Keep Customers Out

At the recent DEMA 2009 Show in Orlando I spent a fair amount of time walking the floor of the tradeshow looking at the various exhibitors. Apart from looking at the products and toys on display, and meeting great people, I paid attention to the marketing and branding exercises taken by many dive industry players.…
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Customers Do a Banana Split on Westpac

One key theme that resounds in customer service is that there is rarely any benefit to be gained from telling a customer that they're wrong. I have to add another to that list - there's rarely any benefit to telling the customer that they're stupid. In the last week, the Reserve Bank of Australia has…
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Dealing with Complaining Customers

I had an experience recently where I had cause to complain about a product to its manufacturer. This particular product is an iPhone Twitter application, and its maker it a prominent Twitter user. I emailed them with my comments and got no reply. Next day I saw a tweet from them thanking a mentor who…
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Irasshaimase: Welcoming the Customer

Yesterday I had lunch at a sushi bar with a colleague. Having lived in Japan, many of the sights, sounds and experiences of the Japanese culture are second nature to me. Thus I was a little surprised when my colleague asked me what all the staff were calling out every time a customer walks in…
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The Customer is NOT Always Right, But…

There's an old saying in the marketing world that suggests that "the customer is always right". Since no-one can be right about everything, this saying is clearly fallacious. In fact, as a general rule, companies that produce products and service have probably invested a great deal into understanding their market. Market research, feedback from a…
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A Song and Dance Experience Is Not A Great Product Experience

I was amused to see this Youtube clip (tweeted by @RichardGiles) showing the "spontaneous" breakout into song by staff members at the new Microsoft Store in Mission Viejo, California. Watching this video I see several branding and marketing lessons. Firstly, if imitation is the best form of flattery, how flattered must Apple and Steve Jobs…
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The Qantas Premium Economy Experience

I recently had a trip to the US to attend the world's premier scuba diving business expo - DEMA Show 2009. Having made many trips across the Pacific over the years, both for work and for pleasure, I have to admit that I wasn't really looking forward to the travel part of the trip. Don't…
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