Ninja contact details

There is a school of thought to make it as difficult as possible to find customer contact information on company web sites. Call centres cost cash and can wipe out profits. Keep people online and minimise call centre requirements. It's a model that only fits with low quality brands. Matching this to a premium brand pricing and you drive customers away. If I'm paying for premium I want to be able to speak to someone when I need to! 

Customer feedback emails missing the point?

Does an email after a completed purchase mean a positive customer experience?  Sure it may help the next customer but how does it improve the experience of the purchaser giving the feedback?  The chance to win a voucher to incentivise you to give feedback is one way but only really rewards the handful who get the gift. Is there more opportunity in the trip advisor model where you receive updates on how valuable your feedback has been?  If you could rate the value of the feedback so customers remain connected to their feedback you build a stronger relationship. You could in turn identify the customers whose opinions matter and work to use these customers for new product launches and to do soft testing of changes. 

Beginnings

Epic customer experience....Epic highs and lows to try and get companies to raise their game when it comes to customers.  Hopefully not just rants and ramblings on the easy targets for customer experience moaning but some instances where companies make you smile as well.