Comments on: Why customers walk away? http://productmanagementtips.com/2008/07/23/productmanager-losingcustomers/ Practical software product management tips Fri, 25 May 2012 06:55:25 +0000 hourly 1 http://wordpress.com/ By: gopalshenoy http://productmanagementtips.com/2008/07/23/productmanager-losingcustomers/#comment-534 Fri, 25 Jul 2008 23:58:42 +0000 http://gopalshenoy.wordpress.com/?p=183#comment-534 Nick,

I have heard that happen to a friend of mine when he was shopping in India while visiting. It is an embarrassing situation because the store clerk find of gives you that look that makes you look like a thief who stole someone else’s credit card.

Gopal

]]> By: Anthony Lee http://productmanagementtips.com/2008/07/23/productmanager-losingcustomers/#comment-529 Fri, 25 Jul 2008 03:07:15 +0000 http://gopalshenoy.wordpress.com/?p=183#comment-529 In my experience one way of keeping customers is for their account manager to be available to them always. If a customer calls a landline or cellphone which is busy he should always be diverted to a Voicemail box that has a message in the salesperson’s own voice.The message should invite them to identify themselves and promise to call them back. The promise to call back must always be kept.

All e-mails must always be answered within a few hours, even if it is a holding reply like “I will get back to you as soon as I have the information you require”

Customers stay happy this way.

Tony http://www.perlablogs.com

]]> By: nick coster http://productmanagementtips.com/2008/07/23/productmanager-losingcustomers/#comment-527 Thu, 24 Jul 2008 04:56:09 +0000 http://gopalshenoy.wordpress.com/?p=183#comment-527 In many of the product management roles that I have had, I have campaigned for pushing the boundary of over communication with the customer for service related information (as opposed to marketing and up sell).Sadly with limited sucess.

Your experience with CitiCards was indicative of the process working for you.

I have had a situation where I was travelling and my credit card (not from CitiCards) was locked while I was shopping. This was because MY behaviour was unusual even though it was not fraudulent. While I applaud the bank for taking action I was disappointed when I tried to contact them to find out what the problem was. It was their policy to WAIT until the customer contacted them to resolve the problem. Clearly a frustrating policy from my perspective.
–nick coster

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