Consider this: Running your company as if customers want to talk to you isn’t just expensive, it’s potentially undermining your efforts to build longer-term loyalty. Our research shows that customers who attempt to self serve, fail, and are forced to pick up the phone are 10% more likely to be disloyal than those customers who were able to fully resolve their issues in their channel of choice. As one CFO remarked to us recently, “When you think about the relative cost of live service and the disloyalty effect of channel switching…it’s like paying your customers to be disloyal to you.
The data can include full details about users’ contacts, their pictures, text messages and Internet and search histories. The third parties can include advertisers and companies that analyze data on users.
Corporations aren’t people. They have no brains, no consciences, no capacity for intent or guilt. Every one of their moveable parts can be replaced, just like BP’s former CEO Tony Hayward was replaced. Corporate accountability and responsibility are meaningless concepts. Corporations exist for only one purpose: to make money.
But I fear that when analysts slaver over “curated” computing, it’s because they mean “monopoly” computing – computing environments like the iPad where all your apps have to be pre-approved by a single curating entity, one who uses the excuse of safety and consistency to justify this outrageous power grab.
Would you rather sell a few hundred books at 17 Euros, or a few thousand at 5?
I’m here to talk about interactivity for, in and surrounding linear ebooks.