I miss
the days when I could go into a store, see something that I liked, buy it with
cash and be done with it.
Now it
seems like whenever I buy something -- online or off, I am expected to take a
quiz. Why? Don't you know if your employees are doing a
good job or not? That's what managers
are for. Or you could listen to the
tapes.
This
morning Casablanca asked me to stay on the line for a short survey about my
fan. I agreed because I wanted to vent
my dissatisfaction. But I never got a
chance. Because once I said I wasn't happy
with Casablanca and wouldn't recommend them, they hung up on me. I guess that's one way to make sure you don't
have to report customer complaints.
Speaking
of customer complaints, how long does it take to answer one? Radio Shack acknowledged receiving my emailed
complaint on 9/12/16, but have yet to address it. Seriously?
Which
brings me back to B&H, who seems to have found a novel solution to their
customer service questions -- outsource them to customers. Yes, the other day they sent me an email
telling me that someone had a question about a product that I bought -- would I
like to answer it.
Sure. Just as soon as you put me on payroll.
Sure. Just as soon as you put me on payroll.
All
these companies seem to have forgotten that it costs 6-7 times more to get a
new customer than to retain an old one.
(Rampton, 2015)
How silly of them. Here's an article from Huffpost to remind them why they should step up their game.
How silly of them. Here's an article from Huffpost to remind them why they should step up their game.
Rampton,
J. (2015, December 15) Top 5 Reasons
Customers Churn. huffingtonpost.com. Retrieved
1/21/16, from
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