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The Customer Experience Revolution on The Takeaway with John Hockenberry

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With the announcement on July 29 that retailer Amazon would be adding 7,000 jobs nationwide, Jeofrey Bean appeared on The Takeaway with John Hockenberry to address the question: How has Amazon’s customer service policies contributed to its global success?

WNYC is one of the largest news radio stations in the US with over 1 million listeners and The Takeaway is a unique partnership of global news leaders. It is a co-production of PRI (Public Radio International) and WNYC Radio in collaboration with The New York Times and WGBH Boston.

The Customer Experience Revolution describe how companies like Apple, Amazon and Starbucks creating great experiences that win markets and changes peoples lives forever. Expectations among consumers have risen. You need to be part of the customer experience revolution or your company will be left behind.

2 Comments

  1. j. cummings
    j. cummings

    I am not sure how deeply Mr. Tyne has delved into what companies are doing. I recently had the unhappy experience of calling ATT internet support 8-9 times over a couple of months trying to get my ATT DSL fixed. Unfailingly each different, and they were always different, person to whom I spoke was polite and somewhere during the call said some version of “what can I do to make this a great customer experience for you?” However, they all failed to fix the problem. I ultimately switched to Charter Cable. I believe that the reason they failed to fix the problem was that they had been trained to stack as the very last possible action the sending of a technician to the home. Indeed, they finally decided to do that and actually scheduled a call, but then the technician did not show up. Perhaps a technician call costs a lot of money that ATT did not want to spend. They seemed to think that they could substitute for not fixing the problem by providing a “great customer experience.” I think the greatest customer experience is providing good service at a reasonable price, and not public relations ploys. I hope Mr. Tyne is writing about this too.

    August 6, 2013
    |Reply
    • Thanks Jack for sharing your experience. You inspired this week’s post.

      August 11, 2013
      |Reply

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