- Communicate to your customers.
- Provide rewards for loyalty.
- Provide quality service.
Frankly - I get frustrated when a company that makes millions/billions in revenues every year can not answer my phone call within 10 minutes.
I get irate - when they can't answer within 30 minutes.
I switch companies - when they finally answer my call after 44 minutes.
Well done Telecom New Zealand! 44 minutes of waiting for a two minute password reset.
Hint - this is not a good way to retain customers.
What would be a good way?
- Let customers reset their passwords online.
- Hire more telephone operators and answer the phone.
It's easy when you try.