Monday, February 6, 2012

Ready, fire, aim: Get a good customer database first

All I did was to sign up for Paperless Billing, and I received four letters--on the same day--from Verizon Wireless reminding me that it is:
  • Environmentally friendly
  • Convenient and efficient
  • Safe and secure
  • Save money.
And then, it put in the caveat:  "If you did not enroll in paperless billing, please contact us immediately." 

The damage is done.  You don't have to be customer experience consultant, which I am, to know that such redundancy makes you look stupid in the eyes of the consumer.  Before you start showing off, please get the basics down first.

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