Category Archives: Commentary

AntiSocial – Undercurrents of Anger

I had coffee with a friend this morning.  The topic turned to customer experience —  as if often does.  Not only do I do a lot of work in CRM, but I’m planning a new series of podcasts on the topic and I take the opportunity to discuss this every chance I get.

As inevitably happens – he brought out a recent experience where the customer service was appalling.  I’ve heard many of these over the years.  It doesn’t take much prodding and we can all come up with one.  And I want to stress that I’m not talking about simply bad service.  That happens all too frequently to count.  This was appalling service — you’d almost have to try to make it that bad.    In his case, what was promised to be a 24 hour turnaround from a major bank, conveniently done on-line turned into many weeks of trips far out of his way to the only physical location where this business could be done, many phone calls and even with all of this – never a really satisfying conclusion, let alone an apology.

Yet he told it to me, matter of factly, as only one in a history of disappointments.   It was appalling, but nothing special.

Conversations like this have been going on for years in coffee shops all around the world.  But I think something has changed.  I can see it.  We all can see it Continue reading

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Filed under Commentary, Customers Relationship, Marketing, Sales, Social Networking

Uncommon Sense

“It don’t make no sense that common sense don’t make no sense no more.”   John Prine, one of my favourite song-writers used this as a line in one of his songs.  It’s a classic for Prine.

I love Prine’s work.  Why?  Because, especially as I get older,  at least part of me becomes more an more like his characters.  I look back nostalgically at a past where things were simpler,  more understandable.  I think to some extent, most of us do.

That idea of a time when things made “common sense” is one those archetypal memories.  You find it throughout history – a yearning for that simpler time.

So it has a seductive appeal.

So why isn’t it more prevalent?  Why isn’t common sense more …. well, common?  Continue reading

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Filed under Change, Commentary, Organization