One of THE most annoying things about being a customer (I think!) is being asked & not being listened to.
I’ve had a subscription to an online ‘fashion stylist’ set up for probably around 18 months.
It started well. I’d identified the styles, colours, dislikes as requested.
I was sent some good stuff.
I bought.
I continued to give feedback, helping them understand what I liked so I would continue to buy.
I started getting a few random items I’d previously said I’d never wear. Then colours I’d never wear.
I fed back I didn’t like what I received.
I dropped my order frequency.
I fed back.
Today I stopped my subscription.
When a customer feels like they’re not getting what they want or need, they’ll vote with their feet…
If you ask your customers for feedback (& please, please, please definitely do that!), listen to what they’re saying.
Don’t ask for their comments or feedback & then ignore it!
So sorry ‘online fashion subscription service’, you lost a perfect customer today… 😏
#customerrelationships#customerservice#customerfeedback#communication#marketingcampaigns#relationshipmanagement