- Forrester Councils
- Councils Overview
- log in
Site serves CIOs. .
Posted by Site Administrator on November 26, 2008
Roger Browning in The Guardian describes the action he took to exact "sweet revenge" on Apple for treating him badly.
What's interesting to me is that Roger seems to be a fan of Apple products, notwithstanding his anger at Apple's customer service:
...I still love my iPhone. But I can't help but wonder if Apple put as much effort into their customer service as they do their marketing, whether this situation might have been avoided in the first place.
I think this is a nightmare for a brand - a bad experience causes a disgruntled loyalist to get vengeful, like a spurned lover who turns stalker. And although I really believe that most companies could do a better job of tackling customer complaints before they escalate and irritate customers, I don't think it's possible to fully resolve every issue.
I wonder if Roger voiced his complaint to the CEO's office before taking the path of direct action.
Save Money On Your Next Software Negotiation
Work with our software negotiation experts to save 10–20% on your next contract »
Lead BT Transformation
Develop customer-obsessed strategies to drive growth »
Forrester's CX Index
Predict how actions to improve CX will affect revenue performance.
Measure the customer experiences that matter most »