Case Study: Amex loses a customer

Monday, July 18th, 2011

Jeff Jarvis, author of What Would Google Do, one of my favorite books and Dell Hell, has posted a story called An Amex Member no more about his recent experience with his American Express credit card and why he is no longer is a member. This is a classic case of misalignment between management and the service organization. This is a classic case of an organization that forgot what made it great and why customers were attracted to it.

Dell has been investing in new web techniques. In an interesting article on Dell’s Social Engagement Journey, some of the discussion relates to Dell’s progress on customer satisfaction, from ‘Dell Hell’ in 2005 to today where it is far more customer centric. This process might be of interest to firms that have not yet not embraced social media for customer satisfaction feedback and customer engagement.

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