Treating Customers Like Crap = Bad For Business
Glad I didn't pay $100,000 in tuition at the Wharton School to find that out.
Full story at cbc.ca
Full story at cbc.ca
The survey of U.S. shoppers concluded that as they passed on tales of bad shopping trips, the story got worse with each retelling and will "actually become up to five times more damaging to customer retention than the initial negative shopping experience itself."
Once the story gets around, people who hear it won't come in, "no matter what that store does to entice shoppers."
2 Comments:
The specific thing that makes me angry is sales people, in retail, just don't care anymore. I went to get a cell phone and started asking some questions relevant to the technology and the answer I get, "I don't know actually". No attempt at finding the answer, just, "I don't know" and off you go.
Whatever happened to that salesperson that had pride and new the product that was being sold, oh yeah, gone...too hard to actually learn about what you're selling.
Angry
I work as a customer quality engineer for a "leading" technology company. As part of my professional growth I enjoy reading the response letters from other companies as a way to expand my repetoir of great soothing phrases. (See Air Canada)
Basically, my job is to handle customer complaints providing such pablum as necessary to placate the bereaved as long as possible thus delaying the expense of implementing costly corrective actions. Because this business plan works, and it does work, in the short term saving millions of dollars on paper, every new customer issue is backlogged by priority. Not until a customer rips into a CEO or a Senior VP do corrective actions ever get implemented. So I document the hell out of everything. Because the smug bastards always act so indignant pointing the finger at my manager who I usually quickly back up with multiple documentations showing actions recommended and denied throughout the organization. It is amazing how fast a corrective action is implemented (usually within a week) once a VP is handed his canary by a customer. It is a sad fact of westerner civilazation that we have become so lazy that if we can prove it saves a buck we'll avoid doing the right thing.
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