Customer retention should be about honestly pitching incentives to stay not browbeating someone into submission. Comcast are justifiably embarrassed by their behaviour but its an epidemic in a world where people just cant afford to keep all the services they signed up for when times were not so hard. Like the man says listening is as good if not better than talking. When are companies going to realise that fooling and cheating customers into staying loyal is never going to work in the long term. Customer loyalty is easily bought, and spending a little money by helping people out with good offers that might hurt your bottom line will pay dividends when the customers will die before dropping your service.
Posted on: Thu, 24 Jul 2014 07:45:15 +0000
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