Sure, how else are we, who pride ourselves in superior customer service, supposed to feel when we don't see our name listed in Business Week's March 2nd cover story on Extreme Customer Service -- In a Tough Year, 25 Companies That Get it Right? Okay, never mind the fact that the 25 companies listed are multi-billion dollar companies. Companies like #1-rated Amazon,com, The Ritz-Carlton, American Express, BMW and Apple. This is the kind of story that really grabs our attention, because customer service really is important to us and we try hard to get it right. And we think we do, most of the time. And when we don't, we try to fix it, whatever it is.
So we'll just carry on without the cover story recognition. And we'll do what the Business Week champs are doing...."flexing our workforce" (we've added service and support staff), "technology investment" (we're expanding a new CRM system, utilizing direct remote assistance more), and "babying our customers" (just ask them or see the online reviews people post unsolicited). We have a rapidly expanding online user community where users can express views and exchange ideas.
No, we don't always get it right. Which is why we're out there listening and continually trying to improve ourselves. And when we mess up, we hear it. And we try to fix it.
Okay, here's the article if you want to read it. Interesting stuff, even without a mention of PerfectDisk or defrag.