COS

NEWS

Lo and behold, my operator has informed me that they’re increasing the price of my package (in exchange for optimizing the available gigas) without any request on my part. If I don’t make the effort to go to my space and REFUSE their offer, the new rate will be applicable from May 1!

I see this as the result of the usual tensions in companies between the injunction of customer orientation (most often carried by those in charge of customer experience) on the one hand, and good old-fashioned sales on the other. The former accusing the latter of being cynical, and the latter accusing the former of living in a world of Care Bears.
We have to explain and convince people that customer culture WORKS, and take customer culture out of the customer experience chapel and into the whole company.
Quite a program 🙂