Comments on: Do You Make Your Most Loyal Customers Furious? http://www.marketingfirst.co.nz/2009/08/do-you-make-your-most-loyal-customers-furious/ For Small Business Marketing for your Tauranga Business, Choose Sheldon Nesdale Mon, 30 Jan 2012 22:44:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Sheldon Nesdale http://www.marketingfirst.co.nz/2009/08/do-you-make-your-most-loyal-customers-furious/#comment-1673 Sheldon Nesdale Tue, 05 Oct 2010 22:31:58 +0000 http://www.marketingfirst.co.nz/blog/?p=183#comment-1673 Thanks Heylin for your comments. Yes, those are all great reasons why Genesis has set up things how they have. It's just a shame they couldn't find a middle ground which is convenient for them <i>and</i> the customer. Yes I assume the subject line is an accurate representation of the emails content (just like I do for news headlines). Doesn't it make you furious if someone sends you an email <i>without</i> a subject line? Thanks Heylin for your comments.

Yes, those are all great reasons why Genesis has set up things how they have. It’s just a shame they couldn’t find a middle ground which is convenient for them and the customer.

Yes I assume the subject line is an accurate representation of the emails content (just like I do for news headlines). Doesn’t it make you furious if someone sends you an email without a subject line?

]]> By: Heylin http://www.marketingfirst.co.nz/2009/08/do-you-make-your-most-loyal-customers-furious/#comment-1672 Heylin Tue, 05 Oct 2010 21:30:57 +0000 http://www.marketingfirst.co.nz/blog/?p=183#comment-1672 re: 11 fields in the comment form, consumer number never changes, what if customer types their email address in wrong ? what if Genesis dont have your latest email address so cant match your details ?. These fields might take and extra 30 seconds to fill out but could save admin people minutes by having all the details at hand. You get your request tended to quicker and Genesis save time and money so they can continue giving you best possible prices. I dont work for them, but develop websites for a living and this is normal business practice for a large coporate. Mabey if it was car painter or plumber a less detailed form would suffice. Also do you read the subject line and make 100% assumption about an email before reading it in detail ? re: 11 fields in the comment form, consumer number never changes, what if customer types their email address in wrong ? what if Genesis dont have your latest email address so cant match your details ?.

These fields might take and extra 30 seconds to fill out but could save admin people minutes by having all the details at hand.

You get your request tended to quicker and Genesis save time and money so they can continue giving you best possible prices.

I dont work for them, but develop websites for a living and this is normal business practice for a large coporate.

Mabey if it was car painter or plumber a less detailed form would suffice.

Also do you read the subject line and make 100% assumption about an email before reading it in detail ?

]]> By: Sheldon http://www.marketingfirst.co.nz/2009/08/do-you-make-your-most-loyal-customers-furious/#comment-92 Sheldon Tue, 11 Aug 2009 03:40:09 +0000 http://www.marketingfirst.co.nz/blog/?p=183#comment-92 Well, if that's the case the subject line of the email should have said "Would you like to get a pdf of your bill by email?", and not "Reward yourself with Brownie Points" Well, if that’s the case the subject line of the email should have said “Would you like to get a pdf of your bill by email?”, and not “Reward yourself with Brownie Points”

]]> By: mr selfdestruct http://www.marketingfirst.co.nz/2009/08/do-you-make-your-most-loyal-customers-furious/#comment-91 mr selfdestruct Tue, 11 Aug 2009 02:37:44 +0000 http://www.marketingfirst.co.nz/blog/?p=183#comment-91 The Brownie Points email was actually asking you to - Wait for it you're going to love this! - To sign up for 'Online Billing'. That's where instead of receiving your paper invoice you can log into Your Account and view it online! The service that you first told them you wanted to revert back to their original system of just emailing you your invoice as a PDF! bahahah! Incidentally there is no mention at all of signing up for 'Brownie Points', it's an incentive to get bonus Brownie Points IF you sign up for Online Billing. If you actually read and understood the email properly rather than your half arsed glance you may have come up with the following argument instead which I fully support. What if you have been receiving 'Online Billing' this whole time? Why don't you get rewarded for your loyalty? You never got bonus Brownie Points when you took this offer up before everyone else, why are you disadvantaged?! The Brownie Points email was actually asking you to – Wait for it you’re going to love this! – To sign up for ‘Online Billing’. That’s where instead of receiving your paper invoice you can log into Your Account and view it online! The service that you first told them you wanted to revert back to their original system of just emailing you your invoice as a PDF! bahahah!

Incidentally there is no mention at all of signing up for ‘Brownie Points’, it’s an incentive to get bonus Brownie Points IF you sign up for Online Billing.

If you actually read and understood the email properly rather than your half arsed glance you may have come up with the following argument instead which I fully support.

What if you have been receiving ‘Online Billing’ this whole time? Why don’t you get rewarded for your loyalty? You never got bonus Brownie Points when you took this offer up before everyone else, why are you disadvantaged?!

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