My friend Matthew Rippon recently introduced me to Nina Belk at Zest Innovation.
Nina and co-founder Laura Williams help organisations understand how Customers perceive the service they receive (or don't). At Fujitsu, I have a colleague who leads a Practice doing the same sort of thing.
I reckon that most organisations find it difficult to understand things from the outside in, which is why they need help -- and why the article linked to in the title made me smile (wryly).
The reason for the smile is that Caroline (my Partner - and she of the Prince and the Queen link to the right), has been trying to cancel her BT broadband connection for the last 10 months.
The connection doesn't work (and only ever has done very intermittently) but she can't get through to the blighters to pack it in!
So they carry on direct debiting her account, and she's unlikely to see the money again as the BT Customer Service experience is so dire. She's complained repeatedly and got nowhere. Bah! :-(
Saturday, 24 November 2007
BT customer's YouTube complaint
Posted on 11:23 by manoj tiwari
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