The true measure of a customer centric organization is not how well they treat you while you’re a customer, but how they treat you when you no longer wish to be a customer. Making it difficult to cancel will not win you points with already disgruntled customers. (I’m looking at you RCN and TiVo!)
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Fast Company takes a look at some customer service practices that drive customers, like comedian Lewis Black, nuts. The article includes a chart on how automated telephone systems are driving customers up a wall:
One thing is clear…the quicker you give customers access to a live agent, the less inhumane they perceive the transaction.
Not long ago, Seth Godin commented on a buzzword that we’ve been guilty of using from time to time…"seamless." As Seth points out, there are certain instances where seams are important, like on a football. However, in some cases (like if you’re hanging wallpaper), seams can also be unsightly disturbances. In the case of customer experience, seams are the latter.