Don’t Let “Experience” Be the Spoilsport in Your Customer Acquisition and Retention Plan
While I was not yet fully recovered from a recent move into a house near my office, I had to kick-start a linear array of daunting tasks to transfer my internet, telephone and cable television accounts to the new address.
It took four business days for my existing internet service provider to confirm that service coverage was not available in the new location.
- Another service provider that offered coverage in my area for internet didn’t even bother to check if I needed cable service as well. I had to make two parallel follow-ups over a week’s time to get these two connections set up from the very same new provider.
- As if that wasn’t enough, a customer service associate from one of the region’s leading credit card service providers followed up with me about my online application for a new card, submitted on their website form a year ago! What upset me further was they didn’t even realize that I have been a customer all the while.
These related scenarios made me realize that many organizations have yet to utilize the right technology to provide a good customer experience. Let’s look at a few ways they could improve that experience.
Read more about this blog as I posted at IBM Social Insights Blog –