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Episode 2071:
Seth Godin challenges the broken state of customer service by arguing that companies are trapped between customers demanding instant perfection and businesses cutting costs wherever possible. He proposes a smarter, asynchronous approach where issues are handled thoroughly over time instead of rushed through frustrating real-time interactions, creating a system that rewards accountability and genuinely delights customers.
Read along with the original article(s) here: https://seths.blog/2007/02/starting_over_w/
Quotes to ponder:
“The internet has taught us to demand everything immediately (and perfect).”
“The rapid proliferation of choice has taught us to demand that everything should be cheap.”
“Make it really clear to the caller that there is a problem, that the caller deserves great service and that things will be dealt with.”
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