There are very few occasions when the customer actually is on the winning end of a dispute with a company. However, it would seem that a guy called Howard Schaffer actually managed to get his own after endless delays in getting his problem fixed from a phone company.
Barely a day after reading Cerno’s post on [...]
The cashiers, the salespersons etc – these are the frontline of an organisation – the operational people. They are generally lesser paid than the managers and executives who put together brand identity and I’m willing to bet that they’re also uninvolved in the advertising of things. However, they are also generally the people in the front line – the people who have the most contact with the customer. Therefore, they are also the people who will have the greatest impact on the customer’s opinion of the product.
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“My CDs had become this snapshot of who I was, like carrying around a driver's license with a 5 year-old photo.”
– Goodbye Yellow Brick Road
4 February 2006
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