Choosenick. Notes and observations on service design, as well as other interesting things/thinking. By Nick Marsh.

Lauren Tan has a huge, useful list of interesting groups involved in linking design to social challenges »« The magic is in the people

LL Bean's Terry Sutton on the value of customer advocates

Bill Hogg reports that LL Bean has been rated number 1 in customer service. Terry Sutton, VP of Customer Satisfaction explains why: 

“Our front-line employees are just great advocates for the customer. Every now and then marketing will roll out something and the CSRs will say ‘wait a minute, that’s not customer friendly.’ So we have a pretty strong voice at the table, at the corporate level, to influence how customer-facing communications and treatments are handled.”

Wow - floor staff telling marketing veeps what to do. Brilliant. Read the full article here.
February 10th, 2009 / Trackback / Comments