Customer Contact Experience – Seth Godin
Marketing Guru Seth Godin wrote a great white paper on the customer contact experience… It’s an oldie but a goodie. Sponsored by Avaya, it takes a helecopter view of the modern brand and its schizoid relationship with its customers – particulaly when it comes to call centre experiences.
I particularly like his opening gambit:
Guy walks into a bar. Orders a martini with peanuts instead of olives
in it. The bartender says, “I’m sorry, but due to unusually heavy call volume, I’m unable to make your drink.
The wait may be as long as…six…minutes.”