Data glitches: how to get right with your customer

My friend and colleague e-Patient Dave deBronkart explains how misinformation from a customer service agent for Verizon led to a massive international data charge on his mobile phone bill. Verizon was stellar in their handling of the problem. Key point: they didn’t try to make him wrong or make it his problem.

I won’t try to paraphrase his post – it’s pretty rich. Read it here. He explains Verizon’s checks and balances for mitigating the problem, what he did as an empowered/engaged/activated consumer, and what the implications are for empowered patients and people dedicated to improving healthcare, where data issues are common and a big deal.

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Posted in Business, Technology, e-patients.

349No commentshttp://weblogsky.com/2009/09/26/how-to-get-right-with-your-customer/Data+glitches%3A+how+to+get+right+with+your+customer2009-09-26+18%3A32%3A12jonl

By jonl – September 26, 2009