Comments on: Customer Service Branding: How bad can be great!

By: Ed Roach

Ed Roach — Wed, 25 Jul 2007 02:17:17 +0000

“Nobody’s perfect” – you said a mouthful there Matt. When things go south in my world, I try my best to make the situation a good experience for my customer.

I agree with you on Jet Blue. I think the CEO was smart to go on (Letterman I think) and tell his story. No excuses, just promises to do it better. That is a brand conscience leader, we need more like him.

Thank you for joining the discussion.

By: Matt Alderton

Matt Alderton — Mon, 23 Jul 2007 21:49:55 +0000

This is so true, Ed. Nobody’s perfect, after all. Not even your own business. I think it’s crucial, therefore, to be graceful when you fail. Look at Jet Blue, of course, as a great example. Following last winter’s stranded-on-the-runway debacle, the company made a sincere apology and made some real, honest, corrective post-mistake moves. I’d argue that they’re just as popular among fliers today as they were a year ago.

Of course, service is what small businesses do best. If they can recover when they trip, especially when their bigger competitors can’t, their brand will most certainly bounce back stronger.

You hit the nail on the head here: Sometimes bad can be great.

By: Ed Roach

Ed Roach — Mon, 23 Jul 2007 13:43:41 +0000

Thanks for your feedback Nesh, I too am no fan of “most” customer service automation. I understand it is a bottom line thing, but one growing trend I hate is DIY checkout. But one type of customer service I just discovered in live chat with a service person at a printing company. It is first rate action and efficient. I would love to see more of this. This company’s brand is delivering a terrific experience with me.

By: nesh thompson

nesh thompson — Mon, 23 Jul 2007 11:52:03 +0000

I think that is where most companies fall down. One of my pet hates is automated services and cost cutting which involves marginalising customer service. I have conciously avoided companies that have offered bad customer service in the past even if they offer the cheapest deals. Why? Because they treated people like commodities rather than people.

I have also been in situations where companies have offered such personalised results in bad situations that I have stayed with that company even though they screwed up.

Spot on article