notes and views on crm, social media, and the human side of information technology

Quote of the day

[Customers] don’t care about “channels”. They care about convenience and appropriateness. They’ll use whatever channel is most convenient at the time they want to do something. And they want to be communicated to through the channel for which the message is most appropriate. - Ron Shevlin in Channel Preferences Don’t Matter

Agreed, though if I indicate my preference for e-mail over telephone, I damn well mean I expect NOT to be phoned. Plus, 99% percent of the time, e-mail will suffice; the possible exceptions being: your credit card has been skimmed, or: you’re 3 months behind on your payment schedule and we’re sending a death squad your way; not much more I reckon.

Forget channel preferences. Do NOT contact me unless you have something valuable to say, and valuable to ME, not just your perceived idea of me, that’s what I’d say.

June 7, 2008 | Filed Under CRM, Links and Quotes 

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One Response to “Quote of the day”

  1. Channel Preferences Don’t Matter: Clarification « Ron Shevlin’s Marketing Whims on June 8th, 2008

    [...] to my earlier post, in which I said “customers don’t care about channels.” Tomas Kohl writes: Agreed, though if I indicate my preference for e-mail over telephone, I damn well mean I [...]

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