What is your experience of customer service from leading brands in this economic contraction?

by drm on June 10, 2009

My experience with American Express obviously got me thinking… & writing.   What has your experience been over the past year with customer service, particularly from long-established brands?

At NCI, even as we’ve been forced to reduce expenses to keep up with dramatic declines in revenue, we’ve tried to stay very focused on the customer experience.  We’ve had slip ups, but I’ve been proud over the past year at how transparent the changes in our business have been to our customers.

Take a second and share your experience.  Feel free to expand on it in the comments.

Do you feel that major brands (like American Express) are providing customer service consistent with their brand promise during this economic contraction?

  • I've never felt like the customer service I experienced was consistent with the brand promise (41%, 12 Votes)
  • I have seen a notable fall-off in customer service. (34%, 10 Votes)
  • Customer service has actually improved ... I can tell that they want to keep my business. (14%, 4 Votes)
  • Customer service is at the same high level I've always experienced (11%, 3 Votes)

Total Voters: 29

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  • http://www.facebook.com/people/Todd-Dubner/568222593 Todd Dubner

    Reminds me of a somewhat famous presentation (http://www.slideshare.net/whatidiscover/yours-i…) of a bad customer experience with DoubleTree. I always wondered what the outcome of that exposure was for their brand.

  • Gina Christman

    This is a very interesting poll. I had a nightmarish experience with American Express several years ago that was never resolved. Then another one with a CSR in their credit department that was so horrific that I told the rep that after being a very loyal customer for 26+ years I was ready to cut up my card and never use it again. But did I? No. I wonder if they have just figured out that can just get away with it. If so, then I am part of the problem.

  • Gina Christman

    This is a very interesting poll. I had a nightmarish experience with American Express several years ago that was never resolved. Then another one with a CSR in their credit department that was so horrific that I told the rep that after being a very loyal customer for 26+ years I was ready to cut up my card and never use it again. But did I? No. I wonder if they have just figured out that can just get away with it. If so, then I am part of the problem.

  • http://www.facebook.com/people/Todd-Dubner/568222593 Todd Dubner

    Reminds me of a somewhat famous presentation (http://www.slideshare.net/whatidiscover/yours-i…) of a bad customer experience with DoubleTree. I always wondered what the outcome of that exposure was for their brand.

  • Gina Christman

    This is a very interesting poll. I had a nightmarish experience with American Express several years ago that was never resolved. Then another one with a CSR in their credit department that was so horrific that I told the rep that after being a very loyal customer for 26+ years I was ready to cut up my card and never use it again. But did I? No. I wonder if they have just figured out that can just get away with it. If so, then I am part of the problem.