This and That: Recent Twitter Postings on Service Matters

Follow Service Matters on Twitter for all our Posting and RTs:

• American Airlines says it will spend $14MM on employee bonuses averaging about $200 each for hitting CUSTOMER SATISFACTION Goals. How Great!
• Many auto dealers surviving CUTS by GM and Chrysler credit continuing efforts and consistently HIGH Customer Service Scores with SURVIVAL.
• Online forums increase in number and value as customers sign on to help each other overcome technical and other product and service issues.
• Customer FEEDBACK is essential to Customer Service. Do you have a regularly scheduled (and frequent) method of obtaining Customer Feedback?
• DELIGHTED CUSTOMERS are a ready source for referrals and recommendations WHEN we remember to ASK! Make it a procedure in your process.
• Customers now have high expectations both for online content and personalize interaction, making Blogs and Twitter logical tools of choice.
• Recall a time when MADE IN JAPAN meant "junk". Then they focused on Quality. Maybe we could move our economy forward with the same focus.
• Netflix TOPS in Customer Service while Blockbuster DROPS. Is Blockbuster still charging those outrageous fees we all were forced to pay?
• DirecTV first-quarter earnings fell 46 percent even as subscriber growth hit a four-year high. More discount promotions partially blamed.
• Twitter hailed as instant feedback, contact, problem resolution link to customers. Successful corporate implementations growing.
• Coin shortage in Argentina not stopping Chinese-owned supermarkets giving customers money vouchers when the change in their tills runs out.
• Test: Lexus legendary quality vs. Cadillac planned obsolescence: Which strategy works best for you? GM, are you listening

Our common GOAL this week: DELIGHT CUSTOMERS!