I promised to tell you why some companies - especially telcos and banks - treat people like s---, as though the customer service revolution had never happened.
It goes like this: there was this guy called Pareto who worked out that 20% of your customers give you 80% of your business.
You could work out who they were by looking st your books This came as a revelation to many companies, who used the 80:20 principle as a means of allocating resources.
For the fortunate 20%, times got better, but for the 80%, things got worse. Prices and fees went up, service levels fell.
So now these companies are working on a principle that it is good business to p--- off the majority of your customers.
S----- f----- i-----!
Subscribe to:
Post Comments (Atom)
No comments:
Post a Comment