We all know what usually happens when we call a customer service number:
- Multi-layer automated messages
- Long wait times
- Dull musak
I found a great story about what Microsoft used to do 10 years ago to deliver consumers a fabulous customer service call handling brand experience.
What Microsoft did was have a live DJ playing up-beat music and giving callers an update after each song: “...those waiting for [insert relevant department] there are now 8 of you waiting with the longest person in queue waiting for 5 minutes.”
Okay, operationally this must have been expensive but this is story about a brand experience delivered ten years ago. The return on investment, given this type of long-term advocacy, must make it worth considering more carefully how brand organisations can work-out better call handling systems.
If anyone has a more recent example of a great brand experience I’d love to hear about it.
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