Church of the Customer Blog
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August 23, 2005
Hello Joe, talk to the hand
Pete Blackshaw scripts an insightful mock conversation between a call center representative and a customer evangelist. The conversation may be fake but the links to company web pages are real. It shows how some companies say they want to hear from customers, but not really.
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Exactly. He's not paid enough to care. Nobody told him to care. In fact, despite all the top dogs say about caring about what customers think, they don't. they're too busy worrying about market share and sales numbers and, oh, who knows? What doesn't get their attention is a customer with a suggestion. Or a customer with a complaint. What gets their attention is a customer with money. End of story.
