Category Archives: Customer service

Is Apple the New Nokia (or Sony)?




I quite like this provocative blog post from Rasmus Ankersen although my parallel would be Sony post Akio Morita. BTW, have you tried to actually speak to Apple’s customer service people recently? Possibly the worst I’ve ever come across. Do … Continue reading






Posted in Customer service | Leave a comment

Cookie Policy




So I’ve been staying at the Doubletree Hilton hotel in Cambridge, which turned out to be double trouble from the get go. The problem was their internet and their cookie policy. I checked in at 2.45pm and was given a … Continue reading






Posted in Customer service | Leave a comment

Plane stupidity




I’ve been in Greece doing some stuff. The hotel was very nice, but to be frank it could have been anywhere. Interestingly, the guests were largely American, although that’s probably because the hotel was linked to a large American chain. … Continue reading






Posted in Books, Customer service, Predictions, Travel & Tourism | Leave a comment

Cyber Customer Service




Just when you thought that customer service couldn’t get any worse comes news that enterprise robots (i.e. customer service avatars or virtual staff) are coming to a customer call centre nowhere near you very soon. The idea (and it’s not … Continue reading






Posted in Customer service | 5 Comments