Good: Making the Move to Customer Loyalty (from Customer Recruitment)

I've mentioned before the importance of focusing on customer loyalty and how few companies really do anything REMARKABLE when it comes to loving their existing customers.  Comcast has been one of my favorite offenders - ever since they took over broadband from AT&T and then jacked up our price for the same service.  

Yes, this did happen over four years ago and I'm still annoyed because they keep fueling the fire!  The only messages they've EVER sent me are my bill, and promotional deals (for far better rates than I have) for NEW customers (blasting me via mail, tv & online ads).  They also keep asking me to add more services...why?  They aren't offering anything of compelling value over their competition - after the way they've treated me, DO THEY THINK I'M STUPID?

Until very recently this has been how they've interacted with me, their customer; leading me to feel very undervalued and small.  It was probably two months ago when an intellectual woman called and asked if we could have a candid conversation about my feelings on Comcast - there was a structured survey, but she encouraged me to provide any feedback I saw fit and she would document as I went.  So, I unleashed.  When we hung up, I felt better having vented, but I was skeptical...I knew if I didn't start seeing some action that I would become even more upset at them for having wasted my time.

Today, a Comcast representative CAME TO OUR DOOR, to tell us they will be upgrading to a fiber optic network, increasing our bandwidth per second throughput, AND if we wanted to migrate from Vonage to their no contract, improved quality, VOIP solution, they would reduce our monthly bandwidth bill.  Hmmm...interesting...  A new approach for sure.  After getting over my initial attitude of annoyance that Comcast was now at my home to waste my time, I was actually quite taken by the opportunity to speak to someone face-to-face, get my questions answered, and the offer to add a valuable service and be recognized as an existing valuable customer won me over.  So, we signed up.

Time will tell if this is a true and authentic shift in strategy for Comcast.  I'd like more services from them - cable TV NOT being one of them.  The services need to be valuable and relevant.  We don't have cable but stream a lot of shows and download a lot from iTunes...an online cable viewing option or ability to watch cable shows we want but not pay for all the other junk...that would be valuable.  A wireless extension of my bandwidth service so I could leverage my home Internet on the go...that would be a valuable service I would pay for.

Readers, what could Comcast offer you that would increase your loyalty to them in a time of ever- increasing competition?

Great: Getting Recognition for Being a Good Customer

Capers is a local home furnishings and accessories shop; they are launching a new gift card program. What is REMARKABLE is that instead of sending me gimmicky marketing blah blah touting their new program, overburdening my mailbox and likely getting no attention or reaction, they use it as an opportunity to thank me and engage me. The thoughtful hand written note and $20 gift card completely surprised me and made me feel like a valued customer.

The extra care to recognize that I have many choices and that I choose to support them and shop with them (lucky for me they have GREAT stuff) makes the context genuine. Beyond my renewed loyalty and continued patronage, it has inspired me to write about it on my blog and link to other bloggers who I think might be interested - which I hope will result in additional business and recognition for them.

What a great way for them to build loyalty! Likely much less expensive and much more effective than traditional ads or mailers.

Good: Technology and the Future

Wow! How would this change the way you work? How about computing at home?



I would like to think I would finally get my photo albums organized and distributed. I would also update my blog more and go deeper with social media. I think it would encourage more of my friends to participate as well. It would definitely make work more fun! Our website would be amazing. I can imagine using this technology in place of our current whiteboards - drawing, pulling videos and photos, integrating everything together and syncing to a laptop for a client presentation...I wonder how far away this really is from mainstream?

If your imagination isn't running wild yet, click here for a more "commercial" video put out by the Microsoft Surface team.