Everything is Marketing Redux

Okay, here we are again. I called the local cable provider to get a DVR. Yeah, I know, a geek like me with no DVR! Anyway, I called and feigned that I was thinking about signing up with the local satallite company and I was just checking the price of the DVR to compare. I wanted them to make me a great offer to keep me as a customer.

I find out that I'm paying for the basic internet service and the faster internet service. Hmm, let's think about that. Getting fast internet and slow internet at the same time, is that possible? Well, of course not.

I was ready to give them more money because I kept hearing about how great DVRs are. Instead, I find out they have been ripping me off again.

Bottom line: You can spend millions of dollars on commercials, online advertising, slick ads in the best pubs and it's all for naught if your customer support tells every caller, "We really couldn't care less about you."

In a world where I can post this every customer interaction is a potentional commercial. You see, that's the problem with viral activity. While it's a great opportunity is also a great responsibility. Treat customers with disdain and you can't keep that quiet. That's a lesson for all of us.