What makes for a BAD Client Interaction

In a Dimensional Research survey sponsored by Zendesk in 2013:
What makes for a BAD interaction?
72%  said it was having to explain a problem to multiple people
51 % on the problem not being resolved.

Zendesk Survey - what made CS bad

Not only are customers most frustrated with the way customer service issues are handled, 58 percent said they were more likely to share customer service experiences today than they were five years ago, with more and more people sharing experiences on social networking sites and writing online reviews

Case Study: KLM use of Twitter

KLM is the Dutch airline that evolved its use of Twitter in unexpected ways. They originally used twitter as a platform for social media marketing. They quickly realized that it could also be used as a platform for communicating service disruptions. This proved invaluable during the 2011 Iceland volcano eruption.

KLM Twitter Case Study
KLM Twitter Page

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