Detractors can be loud, creative, and powerful. How do you become aware of a service problem and how quickly do you "save it?"
A year ago, "Dell Hell" was the rant of an angry Dell customer thateventually spread across the Web. We found out later that "Dell Hell"was a leading indicator of bigger problems at the computermanufacturer, which eventually dedicated $100 million to rebuilding itscustomer service operation.
Matt Certo from Websolverscaptured this pic in his office parking lot today. People on thefringes do fringe work but if I were at T-Mobile, I would consider theeffort of this customer vigilante a leading indicator of biggerproblems to start working on.
(Author: unknown)
