Many decisions are being made that are contrary to both good business sense and building customer loyalty.
Most organizations’ marketing is usually an exercise in figuring out what to do to get current or potential customers to spend more dollars with them.
I’m suggesting that instead of thinking about what to do, figure out what to stop doing. In other words, stop doing the “stupid stuff.”
Not doing the stupid stuff means finding out what prevents customers from spending money with you and making sure that that action or reaction never happens again.
Here’s an example of what I call “stupid stuff.” Some airlines now want to charge customers who want to speak to a live agent.
That’s stupid stuff in two ways. First, they’ve chosen to penalize customers who want to continue getting what they’ve always gotten – one-on-one attention. Worse, they’ve done it by saying they will charge more for this previously standard level of service. How many customers will they lose because of this decision? I know of at least one.