Comments on: How to loose your customers http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/ For more than a decade Marc has been a passionate advocate of placing the customer at the heart of business, working with clients in finance, retail, government and entertainment sectors, helping them craft compelling cross channel customer experiences. Marc champions lean and agile approaches for making customer driven innovation happen. He brings design thinking and creativity to clients, engaging across the organisation with a focus on delivery as well as ideas. He is currently writing a book on Agile Experience Design to be published this Autumn. Sun, 25 Sep 2011 23:33:07 +0000 http://wordpress.org/?v=2.9 hourly 1 By: Olivia Ramos http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/comment-page-1/#comment-174019 Olivia Ramos Thu, 15 Sep 2011 22:57:16 +0000 http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/#comment-174019 Is someone aware if there are as effective web personal marketing service than ReputationUP.com? Marriott? They only cost fortynine dollars which is not much, but I've 2 produce 3ish more alternatives for my colleagues. :^) Is someone aware if there are as effective web personal marketing service than ReputationUP.com? Marriott? They only cost fortynine dollars which is not much, but I’ve 2 produce 3ish more alternatives for my colleagues. :^)

]]> By: Luke http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/comment-page-1/#comment-33171 Luke Tue, 10 Jul 2007 10:35:35 +0000 http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/#comment-33171 What do you mean irrational and disorganised ;) What do you mean irrational and disorganised ;)

]]> By: Prashant http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/comment-page-1/#comment-33164 Prashant Tue, 10 Jul 2007 05:41:06 +0000 http://www.dancingmango.com/blog/2007/07/09/how-to-loose-your-customers/#comment-33164 I am not sure if additional scenarios lead to better customer service. I believe that Barclays did think about this scenario - their rule book must say somewhere about lapsed policy quotes. The problem with the scenario approach is that it takes into consideration the incident rather than a joined up customer service proposition. Barclays are overly reliant on customer inertia to shop around and see no reason to lose profits in the short run. Also, they must expect a certain amount of customer churn and as long as the number remains below the expectation, they would not have a reactive retention policy in place. I am not sure if additional scenarios lead to better customer service. I believe that Barclays did think about this scenario – their rule book must say somewhere about lapsed policy quotes. The problem with the scenario approach is that it takes into consideration the incident rather than a joined up customer service proposition.

Barclays are overly reliant on customer inertia to shop around and see no reason to lose profits in the short run. Also, they must expect a certain amount of customer churn and as long as the number remains below the expectation, they would not have a reactive retention policy in place.

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