Seth Godin is a prolific writer and successful author of many contemporary marketing books. He spoke at a conference a few years ago on the topic of ‘Why are So Many Things Broken” and the 20 minute video is worth watching to remind ourselves of why we must be vigilant as customer satisfaction advocates to the customer’s view. Always look at the products and processes from the customer’s perspective.

In his video, Seth talks about the 7 kinds of ‘broken’ with many humorous examples. I think many of these are root causes.

1. It’s not my job

2. Selfish Jerks

3. The World Changes

4. I didn’t know

5. I am not a fish

6. Contradictions

7. Broken on Purpose

Here’s the video. It’s to the point and very entertaining.

Seth Godin at Gel 2006 from Gel Conference on Vimeo.

In his video, Seth refers to a blog he set up called ‘This is Broken’ but it has been replaced with Good experience. This is another site to monitor for customer complaints and compliments.

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Adele Berenstein

Adele Berenstein is an Experienced Customer Satisfaction Executive, recently retired from a Large Global IT Organization after a long productive management career including Sales, Marketing, Services, teaching and education center management and most recently, 19 years in customer satisfaction management. She turned around divisions with customer satisfaction problems, implemented measurable improvements and management systems, and implemented programs to prevent problems from ever affecting customers.

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