Customer service is in trouble. When you really needed it, you probably got “a labyrinth of FAQ’s, message boxes and if you are lucky, a mail address. Sometimes you’d be entangled in a myriad of voice response sequences. Never a real-life person.” When companies could have proven they cared about their customers, they didn't.
Read Moret's all about the experience. Just the product alone, its function, price or quality, won't do anymore. This golden marketing rule might be less relevant for some low value items, it is certainly vital for premium products and services. Customers tend to love the orientation, comparing alternatives, and presale interactions. Unboxing luxury items is not an online fad anymore, it's a powerful marketing instrument. But not for Tesla.
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