Part 3 started a discussion of customer psychology and what customers can do about customer non-service, which we close here.
There's a social matrix element to customer service equations that relies on people not liking change. They'll fight it tooth and nail. Even people who never seem to do the same thing twice will have non-changing anchors in their life which they return to in order to replenish themselves. This element's aphorism is "the devil you know is better than the devil you don't."
Well, maybe, but they're still devils.
There is nothing so painful to observe as misplaced loyalty, yet companies rely on it. How long did it take American automotive makers to fall from grace in the eyes of the American public? Even though year after year the auto makers produced unsatisfactory and unsafe vehicles? Misplaced loyalty is the "Okay, you promise you won't hurt me again?" that spouses ask their abusive partners and that consumers ask companies when customer service fails to serve.
The solution is simple. Find another company. Take your business elsewhere. Do without the product or service and give yourself time to learn if you really needed it in the first place. The more you let companies use the Stockholm Syndrome, the more you'll believe the pain of being a consumer is the way it's suppose to be, and it isn't. Please contact NextStage for information regarding presentations and trainings on this and other topics.
Links for this post:
- DeBranding, Again...
- Learning to Listen, Learning to See
- Not So Social Networks
- Usability Studies 101: Redesign Timing
- Use of Eye Images as Navigation and Action Cues on WebSites
- User Migration and Site ReDesign
- When Advertisements Crash
» CameraGuy's Findings: Comcast Gets Hammered by 75 year old lady from BizMediaScience
Comcast gets hammered [Read More]
Tracked on: October 22, 2007 5:14 PM | Permalink to Trackback