It simply does not exist here....
Image by libraryman via Flickr
Perhaps its flying out here with Ryanair that sets you up so nicely.
Why is it that the customer is made to feel that he/she is imposing, disturbing or disrupting the way in which things usually work?
Why is everything the customer's fault? Why does the French 'service provider' (they'd blanche to hear that expression) enjoy an argument so much?
All this makes me more determined than ever to re-inforce the guiding principles behind building great consumer brands - listen carefully to the customer - focus all energies on providing solutions and removing friction from processes. Genuinely try to delight the customer.
The lesson from Zappos (and others) must be pretty clear now. Customer service is a key differentiator in the competitive landscape in which we operate.
Fizzback - about whom I've written a few times in the past - is building a great business providing companies that really care about this stuff, smart efficient channels to accept feedback, interpret it and act on it.
Uservoice is doing similarly - for on-line services. See previous post re Uservoice here. .. 'suggestion box for the web'.