The CX Blog

I bought the Kindle 2 at the end of February, 2009–hot off the press for a $440. I’ve loved it. I’ve championed it to my friends. I’ve been steadfast even as the iPad sang its siren song.

Until now. After just over a year, the thing is broken. Funny lines across the screen, chunks just missing. I’ve rebooted, I’ve done everything I can. No dice. No go. No fun.

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A year ago, ACSI rating of Apple had dropped by 5%. In Q2 (as Apple’s recent PC/Mac ads attest), Apple’s satisfaction rating has zoomed up to an outstanding 85%.

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Most customers, if they care at all about the product or service they’ve purchased from you, have at least one good idea to share with you about how things could be better.

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Mulling the news today re a Harris poll and the problems with online shopping, specifically:
Forty-two percent of consumers who experienced problems during an online transaction switched to a competitor or completely abandoned their effort….
Another 52 percent who have experienced bad service from a contact center after they had a problem online have completely [...]

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