Title: Customer Relationship Auditing: Customers are People Too!
WE ARE ALL HUMAN BEINGS, SO WHY DO COMPANIES TREAT US AS UNNECESSARY EVILS, LIKE WAYWARD DEBTORS? DON'T THEY CARE ABOUT THE MONEY WE GIVE THEM?
Customers are people too.
The other day I was booking a flight with a travel agent when she took a private phone call while on her computer. I overheard her side of the conversation complaining about the bad service she had received at her post office. She didn't see the irony of her complaining about bad service while giving me bad service. Needless to say I didn't buy the ticket there and will not refer that company to anyone.
So why do companies promise the earth to us and when we do engage with them they do an about-face and treat us like debtors or worse?
Could it be because companies do not understand the difference between efficiency and effectiveness? Business processes are built to use customer resources as efficiently as possible, but they are not built to be effective, to satisfy us, their customers.
To give you a better understanding of efficiency versus effectiveness, a company building concrete life jackets can very efficiently, but they won