Sunday, August 9, 2009

Like Entry, Like Exit

Have you ever faced a problem in starting a service or subscribing to it. I suppose not. The procedure is so simple right. You just call up. or send across a mail, or just SMS or just visit a site that knowingly or unknowingly express slightest interest and there they are, the messiahs of consumerism and feigning their utmost care and love, showering you with options and you have never seen before and showing you dreams of a perfect world.

Given the dismal service focus of service providers, most likely will be that you end up disappointed and want to discontinue the service. But can you?

When it comes to do away with a service, somehow all those people who promised you that their ear pieces will be kept in your house only, never seem to respond. Its a trouble getting out of a service. The reason is simple - the companies dont care about service. All they care is to flaunt about the number of customers they have and YoY growth in customer acquisition.

Instead of having numbers of how many customers left you, there should be numbers of how many customers want to leave you because frankly there are so many customers who want to leave but are simply stuck. Its an ordeal getting the service discontinued.

Won't it be better if the same swiftness is employed in disconnecting the service as well (of course after making sure why the customer is leaving you). In a way, this underlines the fact that you are happy to give your customer an exit option if he is not satisfied. You are not trying to entngle him in some intricacies of your service agreement. You are being more transparent.

If only, if only this was true!

1 comment:

US said...

This is one of the reasons why most services never really take off in the first place. The exit barriers discourage several potential customers without even giving it a try.

New and upcoming services have lowered both the entry and exit barriers significantly. Almost all online services give you premium trial accounts free without any credit card information.