Jennifer Rice at What’s Your Brand Mantra writes about how Apple and Netflix are not quite as customer-oriented as they say they are.
Jennifer mentions the battery brouhaha with Apple and that Netflix has admitted to slowing down delivery of DVD’s to customers who order the most DVD’s. (Let me get this straight, Netflix, it’s a corporate policy to give your best customers poorer service than a new or occasional customer?)
I wrote about Netflix here and again here winning an award from Fast Company. My two-part series gave eight suggestions on lessons you could learn from those companies to whom Fast Company gave their Customers First awards.I should have added a ninth suggestion: Don’t create policies that favor the convenience of your company over your customers. These policies interfere with, and will negate, a positive customer service experience. Jennifer mentions that, if you want to talk to a live person at Symantec, the cost starts at $40.
If Jennifer is right, my assumption (yea, I know) is that Symantec doesn’t want to allocate its employee resources to handling phone calls. They charge this high price to discourage people from calling. So, just when your customer needs you most, Symantec, you stiff ’em. Way to go! The irony here is that some of your customers probably can’t use their computers to contact you because they are infested with viruses. Then, their only recourse may be the telephone. (Please deposit $40!)
I’ll bet companies such as Netflix and Symantec would swear before Congress that they were customer-centric. They might be close, but, with policies and practices like these, they’ve missed the center of the bulls eye.
Last night a very special person died of breast cancer. I had known Monica for 29 years going back to when we were entry level staff in adjacent territiories. Her advice over the years was like a cold glass of iced tea on a hot Texas afternoon. You’ll find her name listed on my Relay For Life Web page. I gave my contribution in honor of her. Now all I have are memories.
Please sponsor me (in any amount) as I walk in her memory and to help raise funds for cancer research, education, advocacy, and service.
Or, if you’d like to captain your own Relay For Life team in your community, click on this Relay For Life Web page to find the one nearest you.
Don’t just sit there. DO something!. Now.