segunda-feira, julho 29, 2019

"The only way to really care is to have human beings who care"

"The marketing math is compelling. It’s obvious that the most highly-leveraged moment in every brand’s relationship with a customer is the moment when something goes wrong.
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In that moment, when a promise was broken, the customer sees the true nature of the brand. We make up stories about the brands in our lives, but we believe that when the promise is broken we’re about to see the truth of that story.
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The only way to really care is to have human beings who care (and to give them the authority and resources to demonstrate that.)
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Once you’ve got that, it’s pretty easy to show that you do."
Sim, continuem a acreditar que a AI e a automatização vai ser o futuro em Mongo.
Sim, continuem a acreditar que as pessoas vão estar dispostas a comprar mais vómito industrial.
Sim, continuem a acreditar que basta pôr uns "warm bodies" sem formação e preparação a lidar na linha da frente com os clientes.
Sim, continuem a acreditar que os clientes quando lidam com a sua empresa estão tão prisioneiros como quando lidam com o estado e os seus serviços sem alternativa.
Pode ser que vos corra mal.

Trechos retirados de "Too big to care"

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