I know it is really difficult in today's business environment, but they reall need to get back to the concept of customer service building brand loyalty. BMW is doing well in this area with their 4 years free maintenance -- keeps the car running well for a better customer experience and guarantees a trip to the showroom/repair shop every few months to breathe in the "BMW-ified" atmosphere. The people are extremely helpful and friendly -- and truly striving for a "Perfect five" on the ubiquitous telephone/e-mail/written survey that will come soon after. The value of the maintenance (always a huge future expense on luxury and semi-luxury cars) coupled with the outstanding service keep me coming back.
As far as cellphones -- Verizon's "IN" service keeps me hooked only because it allows me to stay on the cheapest plan and call my family and significant other -- all who have Verizon. I'm tempted by the Cingular/AT&T rollowver minutes, but not at the expense of my family/friends free calling time. Verizon is getting better at customer service (as long as you never ever go to one of their DC stores - the people are obnoxiously rude and lazy), on the phone and internet at least.
When dealing with Technology X and fungible versions of that technology that all seemingly do the same stuff at roughly the same price, it's the customer experience that is the difference. Not penny-pinching, nickel and diming, or exit blocking.
Customer Service
I know it is really difficult in today's business environment, but they reall need to get back to the concept of customer service building brand loyalty. BMW is doing well in this area with their 4 years free maintenance -- keeps the car running well for a better customer experience and guarantees a trip to the showroom/repair shop every few months to breathe in the "BMW-ified" atmosphere. The people are extremely helpful and friendly -- and truly striving for a "Perfect five" on the ubiquitous telephone/e-mail/written survey that will come soon after. The value of the maintenance (always a huge future expense on luxury and semi-luxury cars) coupled with the outstanding service keep me coming back.
As far as cellphones -- Verizon's "IN" service keeps me hooked only because it allows me to stay on the cheapest plan and call my family and significant other -- all who have Verizon. I'm tempted by the Cingular/AT&T rollowver minutes, but not at the expense of my family/friends free calling time. Verizon is getting better at customer service (as long as you never ever go to one of their DC stores - the people are obnoxiously rude and lazy), on the phone and internet at least.
When dealing with Technology X and fungible versions of that technology that all seemingly do the same stuff at roughly the same price, it's the customer experience that is the difference. Not penny-pinching, nickel and diming, or exit blocking.