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You are describing the type of consumer who has a problem with a $600 a year fee -- the ones who can't really afford the product or service in the first place.
by AJ007 14y ago
You are describing the type of consumer who has a problem with a $600 a year fee -- the ones who can't really afford the product or service in the first place.
This is a wide spread business marketing issue. You have different classes of consumers, and often the loudest complainers are the one who are on low level or free versions. Do they complain loudly because they are the only ones who have time to? May be its just their personality and why they don't have any money? I don't know.
From a business owner standpoint it is pretty easy to see how irrational the original article author's position is. However, it presents a dilemma between choosing to pacify this type of customer vs just ignoring them. Each has its share of downsides.
- sravfeyn 14y agoWith due respect, a 'high level' customer can buy just another car if he has problem with it, he can afford to, while 'low level' customers have to speak out loud because that is all what they have, it is a heavy and rare investment for them. The 'issue' is not morally acceptable. First of all there shouldn't be any distinction between customers, it is the company's responsibility to offer the best product, whoever the customer is. How can you be ignorant to a customer who invests a big chunk of his earnings to buy your product.
- RHSeeger 14y agoOffering what's best for the customer is a balancing act with what's best for the company. If only 2% of your customers are likely to have issues with a given item, it may not be worth raising the price 10% for everyone just to appease those 2%. (disclaimer, I'm picking random numbers here, no relation to the item in question)