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Ariella
Ariella
1/26/2017 12:31:18 PM
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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.

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Joe Stanganelli
Joe Stanganelli
1/26/2017 12:24:20 PM
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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.

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Ariella
Ariella
1/26/2017 11:55:05 AM
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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.

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Joe Stanganelli
Joe Stanganelli
1/26/2017 11:09:17 AM
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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.

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