Loyalty, like trust is hard won and easily lost.
Imagine my surprise then, during the most difficult business conditions for a generation, my cell phone service provider decides after ten years together I no longer matter.
Notifying them of my decision to leave would, I imagined, initiate a conversation to determine why, and ask what could be done to keep my custom; nothing doing. ‘Customer churn’ is how telecoms providers measure their performance these days i.e. The number of people who join versus how those who leave.
It seems I’m just a statistic; when I got out of bed this morning I certainly felt alive and happy to be recognized with a warm smile. I’m sure the cost to acquire a new customer is significantly more than keeping existing ones. Whether I will return to their flock is debatable and I’m not sure how positive I feel about their ‘bright-future’ strap line sentiment.
The hit song stated “they don’t want your name just your number” well it seems (for some) even that doesn’t ring true any longer!
