Companies need to reach out to consumers more.

I’ve shared bad customer service stories here in the past, as have my readers.  It’s true that the bad stories are the ones that we remember and we tend to easily forget those great customer service experiences.  I think, however, that this is because the bad experiences happen far more often.  Which is sad.  And unacceptable.

I applaud companies that are working to improve, though.  Whether it’s through the use of customer management software, questionnaires, or just having a manager come to our table to see how the meal was – any time a company reaches out and asks, this type of customer experience management is going to go far to help the brand. organization, or chain do better.