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Reply by KnickKnack

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Posted on Where have all the flowers gone, and why?

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KnickKnack

993 posts in 2312 days


#1 posted 07-22-2012 03:09 PM

Sage thoughts there, as always, Kay.
And it brings up other questions, towit (which my dictionary says is “Archaic”, I didn’t think I was that old!), “how can they be got back?”, and/or “when they return after a time away for all those good reasons, how can the place be made appealing enough for them to stay?”

This is why websites (or gyms or restaurants or . . .) have to constantly refresh the active member pools by attracting new viewers.
I remember back in the 90s, when the internet was fairly new (I know, it wasn’t, but for the masses it was), the focus was very much on how you kept your members, your clients, your customers. It seems to be something of a sign of the times that the focus is almost exclusively on attracting new people, rather than keeping the old.
I had a fight recently with Barclaycard (amongst many others, but this is a symptomatic example) – new customers got great deals but me, who’d had my card for over 30 years, simply couldn’t get those deals. I threatened to trash my card since, it seemed to me, they ought to be rewarding me for my loyalty. Their response was, to paraphrase, “tough” (you have to imagine an indian accent) – the card went in the trash. When I phone for any form of support or information on anything I already have, I always go through the call system to “new customers” since that section seems to have more people, quicker response times, often longer opening hours, and usually better service – once a company has my money, and I have their product, their interest level in me dwindles.
I vividly remember a job interview where, during the role-playing section, we, the group, had to chose between servicing an existing customer and therefore failing to win a new one, or slipping a promised delivery to an existing customer in order to deliver to, and therefore win, a new customer. I was the only one voting to keep the existing client happy – “my word is my bond” – I was not offered the job.

I believe this to be “wrong-thinking”.

-- "Do not speak – unless it improves on silence." --- "Following the rules and protecting the regulations is binding oneself without rope."


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