In examining airplane crashes, investigators often discover that it’s not one thing that causes the disaster. It’s a chain of interrelated things that go wrong: A mechanical failure or weather event can elicit the wrong reaction from the pilot, which worsens the initial problem and starts a sequence of events that can end very badly. The same is true of customer service meltdowns. Often, they are not failures of CRM exclusively — they result from weaknesses throughout the organization that trigger a chain of events that can lead to a disaster.
An example of a customer service disaster, just look below this article. Instead of encouraging people to spread the news, there is a link to a copyright agency which charges for every possible use of this opinion piece, even in schools.
That might make sense for large reports, but is ridiculous for a short opinion piece. By applying the same system to both types of article, this alienates readers of ecommercetimes, and reduces recomendations to puchase from them.
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The Customer Service Disaster Domino Theory
Posted by: Christopher J. Bucholtz August 29, 2013 05:00 AMIn examining airplane crashes, investigators often discover that it’s not one thing that causes the disaster. It’s a chain of interrelated things that go wrong: A mechanical failure or weather event can elicit the wrong reaction from the pilot, which worsens the initial problem and starts a sequence of events that can end very badly. The same is true of customer service meltdowns. Often, they are not failures of CRM exclusively — they result from weaknesses throughout the organization that trigger a chain of events that can lead to a disaster.
That might make sense for large reports, but is ridiculous for a short opinion piece. By applying the same system to both types of article, this alienates readers of ecommercetimes, and reduces recomendations to puchase from them.