The irritation economy
I am getting so hacked of with companies who have badly designed web sites, contact numbers that consign you to call centre hell, and a buying experience that generally leaves me tired and wound up. I am beginning not to care so much how cheap their services are. I'd rather pay more than feel this shitty.
In a post in which he picks up on Esther Dyson's Relationship Economy which she wrote in response to his excellent Intention Economy Doc Searls says:
I think we'll like the results if we're willing to relate, and not just transact or converse. Even if I'm entirely selfish as a customer, I'm more willing to buy goods from a seller I'm used to dealing with, and who has a history of providing me with good service, and improves offerings and services based on good intelligence gained by actually relating to customers, and not just selling stuff to them.
I reckon Doc is right. What I really want is some sort of relationship with companies I buy from. No matter how tenuous it would be better than the total disregard I frequently experience.
I totally agree.
Trouble is companies think the problem is solved with CRM software!
Posted by: Nic Price | March 27, 2006 at 07:07 PM
Exactly!
Posted by: Euan | March 27, 2006 at 08:10 PM
Also websites that are no longer current but have not been closed down by companies which have gone out of business.
Posted by: Sarah | March 27, 2006 at 09:14 PM
Have you read the following interview Tom Peters did with Robert Scoble. The discussion was all about the interactions humans can have with organisations due to blogs. This also fits with what you said at the KM forum evening in Sydney, that executives can learn alot about their teams and organisations from an open honest blog.
http://www.tompeters.com/cool_friends/content.php?note=008653.php
Posted by: Janet | March 28, 2006 at 12:46 AM