11 ms·
This is the problem though, all your competitors go cheap, you go cheap. Customers (often, not always) don't notice until it affects them, and eventually acclim
by noobermin 7y ago
This is the problem though, all your competitors go cheap, you go cheap. Customers (often, not always) don't notice until it affects them, and eventually acclimate to the new normal that is trash service.
Just see for example how shitty phone bots have replaced call centers which were already outsourced. The thing is no one chooses a cellular provider based on the customer service, we generally just accept the service will be terrible and optimize on cost of plan which will be what we use it for primarily anyway.
- hnick 7y agoYeah, that's true in a lot of industries. Airlines are another obvious example. I pay more for our internet company (Aussie Broadband) because they promise not to over-provision and they have local support staff on the phone. They've been very quick to answer and helpful when I had to call and are willing to skip the basic troubleshooting when I explain what I've done already. And I've never had the evening peak slowdowns that my friends have had. But is it worth $20 a month more? Probably not, but it's nice not having those worries occupy my mind.
- noobermin 7y agoIn the US those options don't exist. The whole field has found its maximization of variables at worse service, where the variables do not include customer satisfaction.