Omega Blog

Customer horror stories provide valuable lessons to companies

Posted on 11 June, 2013

It take just one bad interaction to convince customers that they are wasting their time with an organization. Customer retention programs must emphasize the need to provide friendly and professional service each time. Unfortunately, many employees fail to provide the quality experiences that consumers look for.

In her blog, professional customer service trainer Kate Nasser provides several examples of poor customer service that she uses during training programs. Drawing from her personal experiences, Nasser highlights one case in which an employee was too busy following a script to provide her with the answer she needed when she called her credit card company to verify that a ... Read More...

Customer experiences influenced by order fulfillment strategies

Posted on 05 June, 2013

E-commerce has created new opportunities for businesses. Firms can reach potential customers at any time or location, helping to boost sales. With the growing popularity of mobile devices, marketing strategies can become even more personalized, increasing the number of highly qualified sales leads.

However, online interactions are changing customer expectations and will force businesses to adjust their logistics strategies to provide faster, more reliable delivery without adding costs. The order fulfillment process is a core part of the new customer experience. How companies handle the delivery of merchandise will greatly affect brand loyalty and customer retention. Businesses in every industry need to pay ... Read More...

Little white lies help create customer horror stories

Posted on 05 June, 2013

Nobody appreciates being lied to. When customers are misled, whether intentionally or not, businesses can face high levels of scrutiny that make it difficult to improve customer retention. 

It goes without saying that lying to customers can create significant public relations problems when said customers eventually find out what is happening. This occurred with the New York restaurant Tavern on the Green earlier this year. Chef Damian Cardone admitted in a Facebook post that he had served guests regular pasta when they had requested gluten-free options, Foodista reported. When the news broke, it caused outrage among consumers and built a high level of mistrust among ... Read More...

Fine print creating customer horror stories

Posted on 22 May, 2013

Companies that choose to offer extended service contracts to customers need to be careful about the fine print. The internet is full of customer service horror stories penned by individuals who have been on the wrong end of a dispute related to the terms of service for a bank, telecommunication firm or credit card company.

A typical example was recently shared by a poster on Lynnae McCoy explained that when her website experienced some service problems related to high volumes of traffic, she agreed to upgrade her contract with the domain provider. After a failing to resolve the situation, McCoy sought to cancel ... Read More...

Avoid customer horror stories by monitoring complaints

Posted on 21 May, 2013

Ignoring a problem won't make it go away. In today's online environment, it is very easy for upset customers to share their frustration with others. Companies that fail to address complaints could see strong resentment and frustration among their target audience that makes it difficult to capture new sales.

Businesses need customer experience management (CEM) strategies that encourage staff to take action to address online complaints. By listening to unhappy customers, organizations are able to identify and improve areas that directly affect customer retention. Taking the time to respond to complaints and correct mistakes generates more opportunities to create loyal customers. Several organizations have found success using ... Read More...

Demonstration by angry customer goes viral

Posted on 21 May, 2013

Angry customers have a lot of power in today's interconnected world. By posting their stories online, dissatisfied customers are able to reach a large audience and potentially damage a company's reputation.

In the case of one upset customer in China, a demonstration of anger became a viral video that found a global audience. A Chinese businessman protesting the poor customer service of a local Maserati dealer hired a crew to smash a new Maserati Quattroporte at the Qingdao Auto Show, CNBC reported. The video of four men striking the vehicle with sledgehammers has gained thousands of views worldwide and is creating a public ... Read More...

Too narrow of a focus can alienate other audiences

Posted on 09 May, 2013

New marketing channels like social media and mobile are helping businesses deliver more targeted and relevant advertisements. The ability to provide information and promotions directly to the target audience has resulted in some clever and effective internet ad campaigns.

Successful online marketing efforts energize current customers, driving repeat sales and boosting the brand image. However, there have also been cases where businesses have stepped over a line with their ads and invited a backlash from other consumer groups. While campaigns may be focused on a single group, how the promotions will be viewed by others should also be considered during the creation process.

Recently, PepsiCo found ...

Customer service horror story takes four months to resolve

Posted on 24 April, 2013

No one likes taking four months to resolve a simple customer service problem, but that is exactly what happened to one Austin, Texas, resident when he tried to put a hold on his mail.

The Austin American-Statesman reports that Larry Weimer spent several months trying to work out a mail delivery problem with his local post office. The source notes that even filing two written complaints with the USPS failed to resolve his situation and staff members continually gave him the runaround. The customer service horror story has some lessons for businesses in the B2B and B2C sectors.

The problem started in December when someone broke into the ... Read More...

Avoid horror stories by listening to customers’ needs

Posted on 24 April, 2013

When it comes to  telecommunication services and utilities, many consumers struggle to get the service they want. Customers have limited options and often feel stuck with a particular provider, which has led to a large number of customer horror stories.

In a column for CNET, Elinor Mills states that she became frustrated with AT&T when the company continuously dragged its feet on resolving billing issues and failed to offer information that could have improved her experience. Mills was unhappy about her phone service, receiving various charges from a phone line that she didn't use, but was included in a bundle package. After several tries to fix the problem, ... Read More...

Poor product launches create customer horror stories for EA brand

Posted on 22 April, 2013

The Consumerist recently named video game company Electronic Arts (EA) as the worst company in America. Readers of the blog voted for various firms in banking, telecommunication, air travel retail and more in an elimination-style tournament. EA beat out Bank of America to claim its second straight victory as the worst company in the country by taking 78 percent of the votes. There are several lessons that business leaders can learn from EA's recent troubles that will allow them to maintain quality customer experiences.

Avoid the rush
EA's victory in the tournament may have been influenced by its recently botched launch of ... Read More...