The blog: Service Encounters Onstage

The blogger: Chris Reaburn

Some entries I like:

TSA could be better, but so could their customers – I could not agree more with this! Chris brings up a great point here, and offers some solutions for TSA to make us customers “behave” better. It’s a win-win . . . if only they’d listen!

You’re not worthy! You’re not worthy! – A longer post, but a great one. Here Chris talks about loyalty programs (something I just might have to expand on someday) of airlines. But what exactly are the loyalty programs offering that will make you loyal to one airline or hotel over another, even considering the airline/hotel partnerships that are going on? Or are there too many rules and restrictions making your loyalty feel more like a chore?

Table (and expectations) for Two – As Chris says, “When we’re experiencing a new service for the first time, our sensitivities are heightened.” This is a fascinating read on the evaluation and expectations that go into a new restaurant experience.

The Blog: Customer Service Stories . . . and other thoughts

The Blogger: Barry Dalton

Some entries I like:

How many times can you alienate a customer in one interaction? – Barry tries to focus on the good customer service experiences, but sometimes you just have to share a rant. Find out just how many times USAirways alienated Barry!

Customer first? I say employees first – How many times have you met a grumpy service worker? What kind of service do you get from them? Not very good, I’d imagine. I whole-heartedly agree with Barry that companies like Southwest Airlines and Zappos have the right idea.

Is Customer Service really empowered? – Ever gotten one of those “canned” emails thanking you for your feedback? You know, the kind that totally ignores whatever issue you brought up or something along those lines. Barry doesn’t mention the company name here, but that’s not the point of the entry. He raises the question of whether or not these “front line” service reps actually have the power to do something to rectify an unsatisfactory customer experience. If they don’t, they should!

Let me know what you think! Also, if you have a blog you think I should check out, tell me in the comments!