March 6, 2013
If customers have a great experience, then no love is lost – right? Not necessarily so.
Relationships only survive – and grow – if you put work into them. Even if you’ve invested time, energy, and resources, it can all change in an instant. It’s the same with customer relationships. Companies can either elect to continue investing in their customer relationships or they can let them fall by the wayside – and watch as a competitor swoops them away into the sunset.
I’m being dramatic. But, really, how many times have we had BAD experiences as customers and we’ve tried, time-after-time to say, “This isn’t working” or “Can you communicate with me this way?” and a company let it fall on deaf ears, or worse, criticized us for it. (Don’t even get me started on a mobile carrier that told me it was my fault for failing to read the fine print, and that “unlimited data” didn’t mean “unlimited speed” in a “Gotcha!” tone that reeked of hubris. I was sure they were smiling as they said it, which made it feel worse.) It makes you not want to do business with said company.
