Have you ever walked into a business and, after being treated poorly or not to your standards, looked back and said “If I ran that company, this is what I would do”? Or, have you ever worked for a customer that just wouldn’t listen to the employees about what really needs to happen to make the customer’s happy?
Well, WOW! really does care what is being said. We really do listen to the customer’s requests ,whether they are internal (employees) or external (Consumers). There is a mix of employees that get together to discuss what is being asked. Their job is to evaluate the suggestions and make sure that it is in the best interest of the customer’s as well as the interest of the company. If you think about it realistically, companies are in business to make money. But, without the customer’s, they will not have a business to run. So it is extremely important to listen to all of our customers in order to deliver the best customer experience possible.
I love working here at WOW! and our customers seem to enjoy the service too. Have I mentioned lately that WOW! just keeps winning awards for customer service?
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One of the most popular ways we get new customers is word-of-mouth. To that end, we devised a program called WOW!-A-Friend to formally reward customers for recommending us to their friends and family. What I think is special about this program is that not only you, the referrer, can get a $25 credit, but so can the person you refer. There are a few rules to follow so please click here for all the details.
Naturally, word-of-mouth can be a double-edged sword. Could work for you. Could work against you. Gratefully, we have a good reputation in our markets, so word-of-mouth has been a channel that fuels, not thwarts, our growth. It’s not surprising word-of-mouth has so much impact. Like many of you, I kick back on the weekends with some of my friends and neighbors and the talk starts about the economy, then moves to expenses, which leads to discussions about cable, internet, and phone services. Inevitably, everyone in the room starts talking about their experiences with various companies and are not shy about quoting how much they are paying for services and what they think of them. It’s during those casual, friendly meetings with people we trust that we are led to the company the offers the best value. Indeed! Word-of-mouth has been good to WOW! Let it be good to you too. Refer-A-Friend today!
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Sure has been a lot of back and forth in the press about the alleged iPhone 4 “problem”. Some claim that holding the new iPhone in a certain way can attenuate the RF signals sufficiently to cause calls to drop or cut out. The venerable Consumers Union organization has withheld its recommendation of the new iPhone, and the potential for class action lawsuits abound. Everyone agrees that placing the phone in a case of almost any kind solves the problem completely, regardless of how the phone is held. (It begs the question as to who would buy a phone this expensive and not put a protective case around it?)
More curious though is how Apple has handled (or not) the PR aspects of this issue. There is an open letter on the Apple website that indicates the attenuation is not real, but rather a software bug in the signal strength display drivers. As of this writing, Apple has yet to acknowledge publicly that there is even the potential for an attenuation issue.
The parallels between the situation with Apple and the recent, well-publicized troubles at Toyota are striking…both companies have (had) sterling reputations for product quality and customer service. Both have enjoyed the adulation of customers and the respect of their competitors. Both companies, when faced with a PR problem (maybe a bit of an understatement) didn’t seem to know how to handle it, and their stock and reputation have suffered. Both companies’ responses to their respective challenges have been less than satisfying to their customers, who have come to expect a premium product and support to match.
All that said, I don’t have much patience for the “herd mentality” that throws well intentioned efforts of anyone in particular or a company in general under the bus. As long as human effort is involved in any endeavor, mistakes will be made. So maybe we cut both Apple and Toyota some slack. Stridency in criticism is unflattering at best, but particularly deleterious when it does nothing to solve problems. Failures, on the other hand, are the genesis of innovation, both in technical advancements and other areas of human endeavor.
Thomas Edison, arguably the most prolific technical innovator of all time, once said, “I have not failed. I’ve just found 10,000 ways that won’t work.” And occasionally, even Edison had catastrophic public failures that disappointed both stockholders and customers. But, he lived in a gentler time.
Until next time…
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