Great Customer Service: What Makes It and What Inhibits It

We have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (thedanielgroup.com/blog/).  Our research shows that customers who call out an employee or group of people for doing a “Good Job” during a service experience rate their experiences much more positively than those who do not.   


Customer Service Lessons from Electronic Arts

For the second year in a row Electronic Arts (EA), a video game company, has won Consumerist.com’s Worst Company in America by defeating Bank of America in a landslide victory.  EA is the first company in the eight year history of this competition to win in back-to-back years.  This “honor” is something no company should be proud of but EA’s response almost seemed to be and their customers are letting them know.