customer experience

Service Smackdown 5: Apple and the road to power

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This is not so much a straight fight but more a series of skirmishes along the road to power – the power in this case being the power supply enabling my wife’s new iPhone to function effectively.  It’s a story of persistence in the face of supply chain problems and one customer service rep’s action turning a mediocre and frustrating experience into superior service…

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Service Smackdown 4: Man vs IKEA

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During a period known in these parts as ‘between contracts’ I have been doing a fair bit of home improvement and, inevitably, this has involved a trip to the temple of home-furnishing-and-lifestyle that is IKEA. Time then to put myself into the ring to take on the Swedish behemoth in possibly the most one-sided bout in the Smackdown series. But first a bit of history…

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