Remove Thorns so Customers Remember the Beauty & Aroma
I’ve frequently used with clients the metaphor that we want their customers to remember the experience of smelling, seeing, and appreciating the rose. Any negative experience is like pricking them with thorns.
Well this topic comes to mind when an up-and-coming Skype competitor (that I was planning to promote because it is filling a need Skype has missed) made it so difficult for me to change subscription levels that I won’t say anything about them moving forward.
They’ll struggle, not because of me, but because poor usability in this regard — and because their customer service took far too much time and wouldn’t recognize the amount of time and trouble I spent helping them make this better.
I’m not the only customer who behaves this way. In fact a research study years ago found that customers feeling the company no longer cares about them is the leading reason for attrition. See a video I did a couple years back on this.
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