Valuable Customer Alienated by Verizon Wireless
OK so this is not news to anyone…. It is however a sad statement of what we have come to expect when dealing with companies like Verizon who really don’t care about you as a customer or the business you represent. They don’t understand Customer Life Time Value. They care that their return policy says […]
Don’t call me stupid
The other day someone referred to some of their clients as stupid. I couldn’t believe it . Would you insult them in person I asked? Do they pay your bills? Buy your product or service? Would you do business with a company that called you stupid? I was (and still am) very frustrated with the […]
The customer is always right
You always hear people say the customer is always right, but how often do companies stand by this policy? Stew Leonards gets it. They even carved this message into a large rock in front of their stores to make sure it was clear to their customers and employees. If you are responsible for marketing, sales […]
Own the customer relationship
A while back I posed a question on the DMA’s Customer Relationship Council blog. I was trying to stir up a conversation on the topic to see if others believed as I do that everyone in an organization owns the customer relationship. Many people may believe this is the sole responsibility of marketing, sales, customer […]
Don’t do this
During the last month I requested information online about two relatively high-ticket purchases. I provided my contact information and answered qualifying questions. And then neither company followed up to provide the information I asked for. Too bad, since one of the companies really had me interested. They promised me a free evaluation to help me […]
Client or Customer?
Do you have clients or customers? I had a meeting the other day during which we discussed the difference. It is interesting to take a step back from time to time and think about your customers and how you refer to them. You will probably care for and market to your customers differently based on […]
