I just finished reading today’s Business Week special report on customer service and wanted to pass it along. It offers a rich look at companies who have excelled and stumbled in their service efforts.
Though it focuses on consumer brands, its messages and lessons are relevant for B2B companies as well. Great weekend reading and inspirational ideas.
Here are links directly into some of their articles:
Customer service champs: A ranking of 25 client-pleasing brands that included JetBlue until the runway fiasco.
Playbook: Ideas for delivering great service consistently and effectively.
An Extraordinary Stumble at JetBlue: Their plans for recovery — will they work?
Slide show: Tools, techniques and strategies to improve your service
Plus more articles here.
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