Archives for: February 2005, 15
Damned Psycho Customers
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Michael Pollock's blog: "Damned Psycho Customers" provides good insights. Having been in technical customer support in one point of my career, I lament the slow death of good support over the years. I admit, I have been one of those who have been in the verge of being the "Psycho Customer". It is sometimes a test of patience to talk to a customer representative. I have had trouble tickets that kept on being closed, even if they have not been resolved because the offshore customer support representatives were being evaluated by the number of cases they close. I agree with the study in the article that "on average, twice as many people are told about a bad experience than they are about a good experience." People need to vent 
An old issue of the CIO Magazine had an article on How to Build Customer Loyalty in an Internet World. Loyalty metrics were mentioned for CIOs to consider: (1) Tracking repeat customers instead of just asking customers to fill up Survey Forms and (2)Loyalty Acid Test, "which asks customers whether a company is worthy of their loyalty".
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