Comments on: Customer Deflection Mismanagement

By: Doc Searls Weblog · Closer to home

Doc Searls Weblog · Closer to home — Fri, 26 Sep 2008 02:25:54 +0000

[...] — Washington Mutual — was a bozo bank. What can you say about a bank that never got its online banking to work right? Plenty, but it’s too late to [...]

By: shell

shell — Wed, 02 Jul 2008 22:05:42 +0000

I don't know how many times I have called my internet company because my internet was down - and have the call center refer me to the website. What?! I think as companies continue to cut costs - we will run into this more and more. I watched an interview that talked alot about this. Pretty interesting.

By: Dean Landsman

Dean Landsman — Fri, 23 Mar 2007 20:21:59 +0000

“Your Opinion Counts” is the standard message in user-based and user held ratings and data collectionware.

By telling them (the respondents) that their opinion counts, the company providing the research tool almost always increases response rate by a very significant percent.

Telling the respondents that their input counts elevates them to a status in which they are incumbent, “the people who count” ergo, the upper crust.

The data supporting this is very strong — also the data supporting the exact wording.

If you’ve ever filled out a questionnaire or survey form from a major research organization the odds are pretty high that they’ve told you that YOUR OPINION COUNTS.

By: Iain Henderson

Iain Henderson — Sat, 17 Mar 2007 08:41:21 +0000

Yes, my bank (First Direct) in UK did a security upgrade last week and managed to forget about their 21,000 safari users – so no online banking for me for a bit without all the hassle of installing a new browser and going back through the security process.

By: Customer Deflection Mismanagement « The Bankwatch

Customer Deflection Mismanagement « The Bankwatch — Sat, 17 Mar 2007 00:12:00 +0000

[...] Source: ProjectVRM Blog » Customer Deflection Mismanagement [...]