Now, we also appreciate in these days that most employees have their own DDI number, that this may not be as big of a problem as it seems. And after all, the telephone is so last century. But many of these DDI numbers only appear on the lesser spotted business card or on an email footer if you are lucky – they are so often a very well-kept secret.
So this lead us to think about the commercial implications of all this; custom, customised, customer…
It seems through this scarceness of contactability as though the individual customer or prospect’s buying, enquiring or support experience is now reduced to online and social media interactions more than ever. Yes, online and social media communication can be endlessly customised to meet the anticipated target. But it is still essentially, when done badly, a ‘one size fits all’ approach and it must be having an impact on sales and profits…you would think. I appreciate that one pays for what one gets, and that everything is made to a price, but it would be nice to feel wanted, especially if one has $ to spend.
It reminded me of a comment by Andy Street, a previous MD of a UK department store, John Lewis, who said: nothing works and nobody cares. Although he was talking specifically about business in France, I guess this indifference applies everywhere.
Clearly everyone has gone home and taken the phone off the hook.