So short sighted get them in but don’t service them properly so they’ll stay. What a waste!
3 replies (most recent on top)
Digital Silk Road. China way.
I’m no executive but wouldn’t common sense tell you to spend just as much retaining business as you do trying to win it? Bare bones staff and low morale aren’t helping business.
LOL... we spend over $1 BILLION a year in marketing, where are you getting this "inside info" from?
Secondly, please name another consumer facing (i.e. not software/B2B type) that doesn't spend insane amounts of money in marketing for customers to consider buying from them. Brand awareness has never been more crucial in our industry.
95% of customer service reps take the job for the corporate benefits and do the minimum to keep their jobs. In a call center they literally will never talk to the same customer twice so there is no incentive to provide exceptional service. Too bad Glenn Shapiro and company are hell bent on destroying the agents and their service reps who live in the communities they serve and actually do care about customers.
But what do I know....