Current Business Practices
I am deeply concerned over the significant shift in business practices that I have observed in recent years, particularly within large corporations such as Verizon and Spirit Airlines. It appears that companies have diverted their focus from maintaining customer satisfaction and retaining existing customers to primarily attracting new clientele on the backs of existing customers.
Communication Concerns
A notable trend among these companies is the increasing restriction on direct customer engagement. Instead of facilitating open communication channels, businesses are resorting to impersonal methods such as FAQ sheets and troubleshooting pages on their websites. These resources often fail to address specific customer queries or are difficult to navigate due to their layout.
Furthermore, many companies are adopting automated chatbots to handle customer inquiries. While some of these bots are somewhat effective, others not so much, and most fall short of addressing the unique concerns of each customer. The option to speak with a human representative is often only made available after a customer has spent a considerable amount of time attempting to resolve their issue with the chatbot.
When customers do finally reach a human representative, they are often met with language barriers due to the outsourcing of customer service to foreign countries. This results in ineffective communication and unresolved issues. Moreover, customers are subjected to long waiting times and are frequently transferred between departments, leading to further frustration.
Brand Loyalty Neglect
In terms of brand loyalty, it seems that this concept holds little value for companies today. The primary focus appears to be on attracting new customers, with little regard for retaining existing ones. Companies offer numerous incentives and discounts to new customers while simultaneously increasing prices for loyal customers.
For instance, as a long-term Verizon customer, I have noticed a consistent increase in monthly fees and the introduction of new charges. Meanwhile, new customers are offered price breaks, free phones, and other incentives. This approach discourages brand loyalty and encourages customers to switch between companies to avail the best deals.
Questionable Business Practices
Dubious business practices have become increasingly prevalent, but most specially in the airline industry, particularly among smaller airlines. These companies often lure customers with the promise of low prices, only to surprise them with a plethora of hidden fees at checkout.
Misleading Pricing
When browsing for affordable flights online, customers are often drawn to the seemingly low prices offered by these airlines. However, upon proceeding to check out, they are confronted with a multitude of additional charges for services that were previously included in the ticket price. These include fees for baggage, priority boarding, and even seat selection.
Compromised Comfort
In addition to the unexpected fees, these airlines have also resorted to compromising passenger comfort to maximize profits. Seats have become noticeably less comfortable and more cramped to accommodate more passengers on each flight. Moreover, airlines have started charging extra for seats with slightly more legroom, further exploiting customers who seek a modicum of comfort during their journey.
Inflated Final Costs
Ultimately, the initial low prices prove to be a mere illusion as customers end up paying the same, if not more, than they would have for a ticket with a regular airline. It appears customers are being charged for every aspect of their journey, to the point where it feels like they are being charged for the very air they breathe on the plane.
Considering the current problems the airline industry is facing, is the more reason for these airlines, to reconsider their current practices and prioritize transparency, customer comfort, service and satisfaction. The key to a successful business lies in honest pricing, respect for customer comfort, and a genuine effort to provide a pleasant travel experience.
Questionable Termination Practices
In the past, companies would try to understand and rectify the issues that led a customer to terminate their business relationship. However, this practice seems to have been replaced with indifference. If a customer is dissatisfied with the service they receive or encounters a problem, there is little effort made to address their concerns and retain their business.
In conclusion, I urge businesses to reconsider their current practices and prioritize customer satisfaction and retention. The key to a successful business lies in open communication, respect for brand loyalty, and a genuine effort to address and resolve customer concerns.