Archive for April, 2008
There’s an odd relationship between service recovery and customer loyalty from the Customer Experience Labs blog:
The “service recovery paradox” states that with a highly effective service recovery, a service or product failure offers a chance to achieve higher satisfaction ratings from customers than if the failure had never happened. A little bit less academically, this [...]
The Bank of America near my home has a new facelift. They’ve replaced the old ad hoc stanchions for queuing with more substantial metal and glass barricades, and installed new carpetting, but the most obvious change is the addition of three new widescreen TVs above the row of tellers and a huge screen at the [...]
Casual carpooling is an ad hoc service in the Bay Area that involves drivers picking up random strangers at BART stops in the East Bay and giving them a lift into the city. It’s a mutually beneficial arrangement. The passengers get a free ride into work and the drivers get to take advantage of the [...]
There are a couple reports trickling in from the third annual International Service Design conference in Northumbria.
Over the last two years, the ISDN series of events has formed an exciting platform to explore the emerging field of Service Design. The very first ISDN, in March 2006, looked at Service Designers - who were these [...]
Some nice observations about service recovery:
Customers were routinely far more impressed with a well-handled mistake (which they actively noticed) than with trouble-free service (which they took for granted).
In this case, it wouldn’t have been enough for Netflix simply to apologize. Because this was an outcome-based error (delayed shipment), they correctly tacked on a discount.
[via Daring [...]
