Uber says it will deactivate riders if their rating drops below a certain level, which raises the question whether this heralds the end of the notion that ‘the customer is always right’. But was the customer EVER always in the right? Hotels and restaurants have a way of being fully booked if an obnoxious customer wants to use their services, and so do most other service industries. Even in retail stores, staff are adept at removing those who are difficult, unruly or rude. Online, it … [Read more...] about Was the customer EVER ‘always right’?
Marketing will be cancelled until further noticeAnd loyalty will be turned on its head From the customer perspective, it looks likely that life will get a little easier in 2019, not least because companies are finally taking notice of the fact that we have opinions on stuff, and can no longer be pushed into buying things by indoctrination and pushy marketing. According to Robin Collyer, Senior Director, Marketing and Decisioning at Pegasystems, it will get … [Read more...] about Marketing will be cancelled until further notice