How To Lose Customers And Alienate People - InformationWeek
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How To Lose Customers And Alienate People
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Drew Conry-Murray
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Drew Conry-Murray,
User Rank: Ninja
12/10/2013 | 12:36:14 PM
Re: Customer service
I think it's a bad sign when the only contact you get is the "It's time to renew your license!" e-mail. I know customer service costs money, but isn't it more expensive to acquire new customers than to keep the ones you have?
Michael Endler
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Michael Endler,
User Rank: Author
12/9/2013 | 3:04:42 AM
Small Interactions Are Important
Amen. When I try to imagine how companies install someone of these hairball customer service systems, I imagine that their reasoning goes something like the following... X% of the time, the automated systems and phone trees make the process more efficient, but Y% of the time, the bureaucracy and impersonal tone lead to customer resentment. I think for a lot of companies, if X >> Y, they install the system. But here's a big problem: not all experiences equally impact how customers and partners view a given company. Even if bureaucracy gets in my way only 5% of the time, if those rare circumstances are aggravating enough, I might still drop the company.
Kristin Burnham
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50%
Kristin Burnham,
User Rank: Author
12/6/2013 | 9:42:09 PM
Customer service
Businesses forget how important a personal touch is when it comes to customer service, and it's sad how rare it's become. The phone trees, voice command promts -- they all drive me insane when all I want to do is have a quick question answered by a rep. Automation may save the company time and money, but it's a waste for the consumer.


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