Top Posts of 2011

Monday, January 2nd, 2012

Five of the 15 ‘most read posts’ in 2011.are: How to Handle Complaints: The IBM Way, Facts on How Social Media Complaints impact Customer Satisfaction, Customer Satisfaction technique – Empowerment of Front Line Employees, Customer Satisfaction: What role should a business partner play?,Customer Satisfaction Techniques for Internal Customers, Biggest Challenge to Exceed Customer Expectations? Read all 15.

The untimely death of Steve Jobs, former CEO of Apple, has brought out many tributes and I would like to add mine. Steve Jobs ability to innovate new products, new user interfaces and new categories of products (combining the phone with portable music and PC type applications) has left its mark on the world. Jobs didn’t just incrementally improve products, he took major leaps. In the area of customer service, I believe Apple came up with a new innovative approach. While telephone support is the first line of support for most users with a concern or a question, if a technician needs to work on the machine to diagnose and fix the problem, Apple came up with a winning formula.

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