Friday, July 14, 2006
The 'Ostrich Approach' to Customer Care
Simplicity thought for the day
Why do companies still fail to ‘get it’ about customer care?
Let me make it very simple - If you do not deliver excellence in customer care your customer now has a totally free way of telling everyone in the world about just how crap you are. I have come to the conclusion that companies who continue to insult customers through arrogance have not yet heard of the Internet and Blogging.
Yes of course we have to be selective about what we actually believe when we read Blogs. But I don’t believe you have to be that smart to work out whether someone is speaking (writing) from the heart or not.
My point is that the arrogance shown by some companies is at the very least surprising in techie-based 2006 and at worst it is staggering that they simply have not yet ‘got it’ about Blogs. I can only assume they work on the basis ‘no one will get to hear about it really’
How naïve can you get?
Posted by Trevor Gay at 8:56 am