a.k.a. “We really have no idea how we still are in business, but it shouldn’t last much longer…”
When it comes to services and subscriptions (cellphone, ISP, banks, heroin dealer…), I am a company’s wet dream customer: one that never leaves for a competitor. Not that I develop any particularly fuzzy feeling for whatever nameless corporation happened to have a branch on the right street-corner on the right day, but when it comes to going through endless paperwork again, moving my account data, updating everything: I just. can’t. be. arsed.
Which is why I have been a faithful customer of AU for over 5 years: not because they are great (Docomo is cheaper, Softbank has better phones…) but because I will always endure a sizable share of customer abuse and groundless fees, rather than having to track all my friends and acquaintances to send them my new contact info (and when you think of it: these things have a price too, so I am not doing it all out of pure apathy).
Why won’t I be a customer of theirs for another 5 years, then? Well, read on and learn how a company loses a customer without even noticing it.
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