Tue, 20 November 2012
Even when the initial user experience of a product is good, the total customer experience suffers when a company ignores service after the sale. We at Design Critique argue that service after the sale IS AN INTEGRAL PART OF A PRODUCT'S DESIGN because it directly affects the customer experience. Only bad companies isolate product design from customer service design. In Tim's case, T-Mobile destroyed a loyal, 8-year customer relationship for its monthly prepaid service by
One anecdote does not make a statistically significant trend, but anecdotes provide useful insights into the how and why of customer service failures.