Dissatisfied customers can send businesses to their knees on the internet with hate pages that reaches the top of search results on Google. A simple blog is everything it takes. Fashion Ministry (“Fashionministeriet”) succumbed after bloggers wrote about overcharges and poor business ethics. Now the online shop is closed: “Fashion Ministry is unfortunately closed now, [...]

Deutsche Bahn is facing huge customer service problems due to delays, disturbances, overheated trains, malfunctioning reservation system, redirects etc. A new service  now collect opinions about Deutsche Bahn from Twitter. If  hastag #bahn or #db have been used on Twitter than Train Tweets shows all the tweets. More about the project: Tweetet aus allen Zügen! [...]

The paradigm for customer service has changed little over the past half century. A disappointed customer picks up the phone and calls for support when needed. The biggest changes in customer service technology have been the use of email and online chat – which benefits consumers – and IVR menus – which annoy most consumers. [...]

Youtube is a great tool for delivering tutorials and “Video FAQ” as part of customer service effort. Below a great example from T-Mobile “Learn how to customize the home screen on your myTouch 3G from T-Mobile” Youtube videos can be used in many forms: Create “how to” videos to help your customers use your product [...]