The estimated 1 million people who have downloaded standard letters from websites such as moneysavingexpert.com to claim their illegal bank charges back is further evidence if any was needed of the shift of power to consumers, and the influence of ‘word of mouse’.
From the protest of just one single law student who, back in 2004, was unhappy about being charged
Just back from a visit to Sheffield Enterprise Agency SENTA.
Chief Executive Sandra Edwards told me about the simple use of text messaging to remind people about upcoming appointments, confirmation of booking on training courses and other personal messages to customers.
Feedback shows that customers value the personal touch and appointment attendance is up significantly. Simple stuff, but it works.
Ever thought of using alternative ways to engage with your customers?