This is the first post to WestBlog from Bob Azman, vice president of Customer Experience Operations at West. Bob will be a regular contributor to WestBlog to discuss West’s customer service and the feedback he gets from you:
Some of you may have recently attended the American Association of Law Libraries (AALL) conference in Portland, Ore.
What a great city that many of us discovered for the first time during this year’s conference!
The camp-themed West booth at AALL - complete with campfire, tents and picnic tables – provided a great venue to talk with librarians about their comments, suggestions and concerns. In fact, more than 70 customers did just that. They provided us suggestions about our products, services like MyAccount, billing, account representation, training and pricing.
We’re working to address the comments, where appropriate, and in the future will share improvements we’re implementing as a result of the feedback we heard at AALL on the show floor and in focus groups.
But please don’t wait for a convention to talk with us.
I want to hear from you frequently. By becoming a regular contributor to WestBlog, this will be a great place for me to “talk” on the Web with any West customer. But if you prefer e-mail, we also have our customer experience feedback box at firstname.lastname@example.org.
You also can call me directly. That’s right. Just dial me up at 1-800-249-WEST.
I hope the conversations we have on this blog, and through e-mail and on the phone, will give us an opportunity to informally communicate about your experiences with West.
Vice President, Customer Experience Operations