Comments on: All Customers Are Not Created Equal http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/ Growing business through systematic focus on customer values. Sat, 25 Jun 2011 06:04:07 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Rudy Vidal http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-105 Rudy Vidal Sun, 24 Aug 2008 04:02:49 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-105 Jim, I understand your point. At the end of the game, we need to manage ALL our customers. When we marginalize one segment we run the risks you mention. The reality is all customers are not created equal but instead of marginalizing, we should find ways to serve them. I do undestand you point. and it is a good one. thanks Rudy V Jim,
I understand your point. At the end of the game, we need to manage ALL our customers. When we marginalize one segment we run the risks you mention. The reality is all customers are not created equal but instead of marginalizing, we should find ways to serve them.
I do undestand you point. and it is a good one.
thanks
Rudy V

]]> By: Jim http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-106 Jim Sat, 23 Aug 2008 15:54:58 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-106 My point is similar to Iead's. Social networking tools are providing power to individuals; companies trying to clearly differentiate service by customer value run the risk of activating people like the Dell blogger "Predator" A theory and observation - lower value segments tend to be more easily motivated toward this type of online activism toward companies who do not give them what they want. Have you seen www.comcastmustdie.com? Just another low value $35/month customer right? - staggering brand damage from one motivated individual. My point is similar to Iead’s. Social networking tools are providing power to individuals; companies trying to clearly differentiate service by customer value run the risk of activating people like the Dell blogger “Predator” A theory and observation – lower value segments tend to be more easily motivated toward this type of online activism toward companies who do not give them what they want.
Have you seen http://www.comcastmustdie.com? Just another low value $35/month customer right? – staggering brand damage from one motivated individual.

]]> By: xcarpathia http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-104 xcarpathia Thu, 21 Aug 2008 11:04:30 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-104 Ieda, i believe the case of all customers MUST be treated equally only exist in the minds of consumer and in reality, most corp organizations do not practice this. Take for example Dell, they have 2 different support tech support numbers located within the same contact centre. One is for the normal Dell customers and the other is for the Dell premium brand products XPS Line. The XPS tech support is always given priority in terms of staffs headcount,training to ensure the support given to the customers are in line with their marketing tagline. even in hospitals, there are too many actual cases where doctors have refused to admit patients without proper insurance coverage or funds. Also dont forget why hospitals have different VIP rooms, such as the airlines (Biz Class VS economy) and Banks, etc..etc...the list goes on. Jim is right to a certain extent on the power of the web, hence this is why myself and rudy is spending our time on our blogs, discussing customer service experience and the impact we have on large MNC. Rudy Great Blog you have here. gonna spend some time reading your pasts post. Cheerios Michael www.xcarpathia.wordpress.com (customer service in malaysia) Ieda,
i believe the case of all customers MUST be treated equally only exist in the minds of consumer and in reality, most corp organizations do not practice this.

Take for example Dell, they have 2 different support tech support numbers located within the same contact centre. One is for the normal Dell customers and the other is for the Dell premium brand products XPS Line. The XPS tech support is always given priority in terms of staffs headcount,training to ensure the support given to the customers are in line with their marketing tagline.

even in hospitals, there are too many actual cases where doctors have refused to admit patients without proper insurance coverage or funds. Also dont forget why hospitals have different VIP rooms, such as the airlines (Biz Class VS economy) and Banks, etc..etc…the list goes on.

Jim is right to a certain extent on the power of the web, hence this is why myself and rudy is spending our time on our blogs, discussing customer service experience and the impact we have on large MNC.

Rudy
Great Blog you have here. gonna spend some time reading your pasts post.

Cheerios
Michael
http://www.xcarpathia.wordpress.com (customer service in malaysia)

]]> By: Rudy Vidal http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-103 Rudy Vidal Thu, 21 Aug 2008 07:11:19 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-103 Ieda, thank you for your clarifying point of view. That is so true. There are business verticals that have higher standards. At least we would hope, right? Do hospitals make distinctions based on age? If an 80 year old is in danger along side a 15 yr old, is it a policy call or a physician's call? thanks again for your comment. Rudy V Ieda,
thank you for your clarifying point of view. That is so true. There are business verticals that have higher standards. At least we would hope, right?
Do hospitals make distinctions based on age? If an 80 year old is in danger along side a 15 yr old, is it a policy call or a physician’s call?

thanks again for your comment.
Rudy V

]]> By: Ieda http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-102 Ieda Wed, 20 Aug 2008 13:28:07 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-102 There is also a special case where all customers must be treated exactly equall, no matter if they are, economically-seen, more important than others (i.e. they pay you more). In a medical call center that deals with potentially life threatening incidents, there must never be preferred customers. The only preemption allowed there must be to prefer a customer in a life threatening situation over another, who is in a less severe situation. But until this distinction can be made with certainty, no preference must ever be allowed. But of course, that is not in conflict with what you say, I merely think it's a special case worth noting. There is also a special case where all customers must be treated exactly equall, no matter if they are, economically-seen, more important than others (i.e. they pay you more).

In a medical call center that deals with potentially life threatening incidents, there must never be preferred customers. The only preemption allowed there must be to prefer a customer in a life threatening situation over another, who is in a less severe situation. But until this distinction can be made with certainty, no preference must ever be allowed.

But of course, that is not in conflict with what you say, I merely think it’s a special case worth noting.

]]> By: Rudy Vidal http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-101 Rudy Vidal Wed, 20 Aug 2008 06:59:52 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-101 Jim. thanks for the comment. I agree the power or web 2.0 and in particular social networking are a formidable force in the manner in which we communicate and create social momentum. The issue I am writing about is that delimma related to the fact that all customers are not created equal, and how customer centric companies find ways around this difficult situations. Are you saying that because of social networking, the need to satisfy customers and the need to choose one over another, when resources are limit, will change? I wouold like to better understand your position. thanks Jim.
thanks for the comment.
I agree the power or web 2.0 and in particular social networking are a formidable force in the manner in which we communicate and create social momentum.
The issue I am writing about is that delimma related to the fact that all customers are not created equal, and how customer centric companies find ways around this difficult situations. Are you saying that because of social networking, the need to satisfy customers and the need to choose one over another, when resources are limit, will change? I wouold like to better understand your position.
thanks

]]> By: Jim http://rudyvidal.net/2009/03/all-customers-are-not-created-equal/comment-page-1/#comment-100 Jim Wed, 20 Aug 2008 00:31:41 +0000 http://willtheybuyagain.wordpress.com/?p=235#comment-100 This seems a bit passe in the sense it ignores the power of social networking to make or break a company. A set of quotes from a recent Forrester webinar illustrates: "Social computing (aka web 2.0) is a social structure in which technology puts power in communities, an not institutions". Example: The blogger "predator" on Dell - just one angry guy. - posts since 1999 - 21,794 - pages viewed - 1,111,675 - total online minutes - 473,113 This seems a bit passe in the sense it ignores the power of social networking to make or break a company. A set of quotes from a recent Forrester webinar illustrates:

“Social computing (aka web 2.0) is a social structure in which technology puts power in communities, an not institutions”.

Example: The blogger “predator” on Dell – just one angry guy.

- posts since 1999 – 21,794
- pages viewed – 1,111,675
- total online minutes – 473,113

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