Comments
Experience
I guess this only makes sense -- and perhaps I'd expect to find that number to be even higher. Entertainment (which is all TV -- whatever the model or platform -- is, after all) is quintessentially about experience. Bad experience = bad entertainment = no good reason to pay for it.
Ariella
1/26/2017 11:55:05 AM
User Rank Author
Re: Experience
This fits very well with a comment I made recently. Companies have to adjust their attitude about customer service. They have to see it as an investment with proven ROI rather than an expense to skimp on.
Re: Experience
@Ariella: One of the most brilliant marketers (if not the very most brilliant marketer) I know has a saying: "Customer service is an amenity."
And that's very true. A lot of companies, regardless if B2B or B2C, regardless of vertical, treat customer service as something to put the bare minimum of investment into and leave it at that. Treat customers well and treat them as special, particularly if you can tie that into your brand experience in a relevant and value-added way, and that is truly an amenity that your competitors won't be able to offer.
Ariella
1/26/2017 12:31:18 PM
User Rank Author
Re: Experience
@Joe absolutely! You're not just selling a product or service but your own business, and every customer service issue is an opportunity to either strengthen loyalty or lose it. I have a number of experiences I can think of which made me either love or hate a compnay. The latter is why I will never purchase T-Mobile service, no matter how cheap the offer may be.
Re: Experience
@Ariella: Yeah, there's that whole "Well, I'm inside or near an office building, so I guess I don't have cell service anymore" thing.
Ariella
1/26/2017 1:11:12 PM
User Rank Author
Re: Experience
@Joe it was even worse than that in point of fact. I had called to end one contract to begin another, and the rep was livid that I would dare do such a thing, so she just cancelled my service without telling me. I only discovered what she did when I was away from home without a working phone.
clrmoney
1/26/2017 2:33:13 PM
User Rank Platinum
Poor Pay TV
Of course they will have poor service when customers pay for channels that they don't use or want. If they don't have something different or better thetn you will have a decline in some way.
Re: Experience
@Ariella: Might be worth a complaint to your state AG's office, depending upon other details.
There are also non-profits that specialize in helping consumers who are in or have faced such pickles. Call to Action is one of them, and I have found them very helpful.
Re: Poor Pay TV
@clrmoney: I think it depends how you present that.
For many, it's a benefit to have so many channels, even if many or even most of them you never watch or want to watch -- because of the level of variety. Sort of a "something for everybody."
It's a workable business model -- the same way VOD services like Netflix involve you paying for EVERY movie and TV show on Netflix even though you couldn't watch half of everything NFLX has to offer if you tried.
Ariella
1/26/2017 4:03:06 PM
User Rank Author
Re: Experience
@Joe this happened many years ago. Ever since, I stick with AT&T, which has much nicer people on the phone and fairly reliable service. I couldn't believe that an employee would do something like that with impunity, though. I wasn't ever told that the company wished to make it up to me and that they considered such behavior unacceptable.
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