Comments on: Don’t cage customers

By: Don’t Cage Customers | Worker's State

Don’t Cage Customers | Worker's State — Tue, 11 Aug 2009 19:31:22 +0000

[...] Read the whole article here. [...]

By: selin Mani

selin Mani — Wed, 13 May 2009 14:34:31 +0000

No ethics we can expect if a group of individuals forming an organization and coming up with opportunity based business and fake visions.

By: David Ronnie

David Ronnie — Wed, 04 Mar 2009 22:27:43 +0000

Actually, I've found Shaw remarkably decent the last few times I've had to deal with them out here in Vancouver. They instituted a queue-callback system that lets you hang up and go about your day (they call you back when your spot in the queue comes up) and they were really into trying to help me out as much as possible. I may have just got lucky with the reps I talked to, but it was definitely a dramatic difference from my experiences with them a few years ago. Also, they apparently have moved to a "no contracts" format now, at least according to the recent billboards I've been seeing around.

By: Eric Karjaluoto

Eric Karjaluoto — Tue, 03 Mar 2009 23:02:30 +0000

Agreed. And I must say that WestJet really showed their commitment to customers this last Christmas by housing, feeding and transporting customers who were stuck in the snowstorm. Meanwhile, Air Canada did nothing for their customers.

(I know who I'm flying with.)

By: tmac

tmac — Tue, 03 Mar 2009 22:59:59 +0000

As you noted Eric, Telus is probably no worse than the other big names out there. I've been a longtime Telus customer, and they repeatedly drop the ball, charging me outrageous sums for things like data roaming and roaming long distance (things that only show up in the fine print of contracts) and then purr on the phone when I call up to discuss a billing "issue".

Thing is, my experience with Shaw, if you can believe it, was worse. Rogers I have not tried, but friends vouch for their evilness in myriad ways. Bell, well, they just seem like more of the same old thing.

But not all big companies throw common sense to the wind. Westjet has become a market leader based on service, as has Southwest Airlines. London Drugs comes close. Sadly, I can't think of many other brand names that really "follow-through" (instead of acting) when it comes to honoring commitments and meeting customer expectations.

By: Chris

Chris — Fri, 27 Feb 2009 13:04:56 +0000

I used to work for Bell Cda a few years back - back when they had a few 'caring' bones left in their corporate body. When you called and said the word "cancel" all flags raised. It was like saying bomb in the airport! They would do anything they could to keep you with them, they would not take cancel for an answer. Now when you call and say the C-word, they let you go. After I was laid off from them, I canceled my phone and all I got was a 'okay, well that's too bad, but thanks for being a customer.' No, sorry, I wasn't a customer - I was an employee a bright and shining star (according to them) and a future face in Bell's future! Where's their future now? Going down the crapper as they signed with large agencies who sucked away every possible penny. I was ready to do in-house design - along with my crappy cell phone, but nope, they wouldn't do it. Now that they're looking for buyers left, right and center, all I can say to Bell now is, I hope you don't last for a 3-year contract!

By: Clayton Misura

Clayton Misura — Thu, 26 Feb 2009 18:31:02 +0000

Thank You Eric!! This article was exactly what I needed this morning. I think you should follow this one up, with a piece on how Telus has beaten their ad campaign like a dead horse....maybe that should be the next Telus commercial. It was cute 1o years ago, now it just plain sucks.

By: DoreenatDMS

DoreenatDMS — Thu, 26 Feb 2009 15:06:08 +0000

as to Craig's comment above, yes, the regulatory environment here gives way to such inane business practices. (I think every post-secondary institution with Business/Marketing/etc. MBA, etc., programs should have elements regarding telcos, case studies, etc. -- what works, why, what doesn't, why, etc. -- in how they market their services and products. That "push comes to shove" day has gotta be here soon ...

But, alas, it's the proverbial dog joke; they get away with it because they can.

By: Sociala Gerillan

Sociala Gerillan — Thu, 26 Feb 2009 08:21:49 +0000

[...] Don’t cage customers. Eric på ideasonideas funderar kring varför det är vktigt att inte låsa fast sina kunder. [...]

By: navin harish

navin harish — Thu, 26 Feb 2009 08:10:11 +0000

What you have said is true for all big enterprises and this is why I prefer to deal with smaller or private enterprises whenever I can. I feel it is easier to deal with me local grocer than the supermarket. I feel it is easier to take an AMC for my appliances with a small vendor near my home than the manufacturer.