Bravo, well done
Just about any company.
One week later Karen is back bitching about the same thing
So, there is a thing called Customer Lifetime Value, which is a big deal in marketing, especially when acquiring and keeping customers. However, there is a calculus done with customers where the cost of acquiring or keeping a customer is weighed against that lifetime value. If the cost is greater than that value, then it does not benefit your company to keep or acquire that customer. Many of these decisions are made by frontline managers without a direct knowledge of this metric, but, nonetheless, this is what they are going off. Some customers it pays to placate based off of future sales (which can add up over a lifetime of a repeat customer), but others, it simply does not.
Why do I bring this up? I don’t know, just felt like it today I guess.
The thing is, Karen's were actively encouraged by these companies, trying to out customer service each other. The mantra used to be one unhappy customer tells 20 people, those 20 tell 10 each, those 200 tell 5 each.. 1,000 people think the company is shjt.
My mantra was: "The customer you want to do repeat business with is always right"
Idiots with unrealistic complaints and can put up and shut up. :)
So glad I waited, he finally reacts at 4 minutes, 21 seconds.
@JoeNES, heh Nope
@JoeNES, its actually 4mins 20 seconds and 69 milliseconds
...on this tiny violin