Watch out Vonage . . . Todd says the customer should be able to contact you on their preferred channel, not yours.
What do you think? Are there too many ways to communicate? Should businesses be open to chatting on your terms as a customer?
Internet Marketing for Tourism
Tips & Tools to help you make the most of the mobile and social Web
Missed a Rant? Get ‘em all here!
-
{ 5 comments… read them below or add one }
Kicking it as per usual. (As an aside, I love the snazzy into.)
Customer service, or lack there of continues to be a standard we all seem to accept as the norm. Well, we complain about it but have you really noticed a difference? I agree with Todd that a business should design their model to serve our needs. Currently I am having an ongoing E-mail version of 'Let's Play 20 questions' to repair a software issue. The software company does not / or will not provide me with an 1.800 number so I can speak with a tech. to solve my problem. Thus we are sending notes back and forth. One simple phone call could have solved this. Until we as consumers speak loudly enough, poor customer will continue to be the standard. As we have seen however, this medium (internet) demonstrates our voices can be heard and heard loudly. Let's see our the market reacts.
Some businesses think they are doing the customer a favour, not the other
way around. Sitting on their high throne and making the customer beg at the
bottom of their shoes for service.
In tourism, folks in the biz, need to think customer first, or the customer
will address the lack of care on their own terms…. perhaps with a video?
I've called out vonage on twitter, email and by phone and again here and
gotten no response, it's really a shame. Shouldn't a web-based company get
it?
Customer service, or lack there of continues to be a standard we all seem to accept as the norm. Well, we complain about it but have you really noticed a difference? I agree with Todd that a business should design their model to serve our needs. Currently I am having an ongoing E-mail version of 'Let's Play 20 questions' to repair a software issue. The software company does not / or will not provide me with an 1.800 number so I can speak with a tech. to solve my problem. Thus we are sending notes back and forth. One simple phone call could have solved this. Until we as consumers speak loudly enough, poor customer will continue to be the standard. As we have seen however, this medium (internet) demonstrates our voices can be heard and heard loudly. Let's see our the market reacts.
Some businesses think they are doing the customer a favour, not the other
way around. Sitting on their high throne and making the customer beg at the
bottom of their shoes for service.
In tourism, folks in the biz, need to think customer first, or the customer
will address the lack of care on their own terms…. perhaps with a video?
I've called out vonage on twitter, email and by phone and again here and
gotten no response, it's really a shame. Shouldn't a web-based company get
it?