Customer service these days unfortunately too often looks a lot like customer hostage situations.
Requiring – yes, requiring – much from a customer before providing them value … then expecting said customer to not only be happy with said requiring (which benefits SOLELY the company and may work directly against the customer) but also pay money for your product/service …. borders on insanity.
Companies, some of you are trying to skin your customers at least TWICE for the little value you offer. (What’s worse is most of you convinced yourselves you’re somehow *entitled* to do such. Good luck with that.)
Future benefit – a long term customer – needs to be drawn in and counted as the value it is. America was BUILT on the value of long term business-and-customer relations.
If you have no personal experience of being a customer of your own company, you have no clue as to the problems your customers face in dealing with your company. Problems created often by your sense of entitlement.
Companies that will thrive are companies that build & offer value. Real value over time.