Seriously, have they fallen on their heads?
Here’s the situation: my mobile operator has just informed me that my plan’s price will increase (in exchange for more data), without any request on my part.
Unless I make the effort to log into my account and refuse their offer, the new rate will take effect on May 1st!
To me, this perfectly illustrates the usual internal tensions within companies between the customer-centric approach (most often championed by those in charge of customer experience) on one side, and the sales department on the other.
The former accuses the latter of being cynical, while the latter accuses the former of living in a fairy-tale world.
We must explain and prove that a true customer culture actually pays off.
And we need to take this culture out of the narrow confines of the “customer experience” function so it can spread throughout the entire organization.
Quite the challenge 🙂