2013 has been a year where my brand loyalty has gone out the window. A lot of the products and services I used to love have lost me as a customer and a supporter. Why? Because I’ve experience poor support. There were also certain scenarios where I chose to buy a competitive product or service to the one I was considering because their sales and support team made me feel welcome.
This is certainly not a new theory by any means. Companies are hiring agents to man their Twitter and Facebook channels for users complaining. Having been on both sides of the coin, it isn’t an easy. As a user, you are frustrated that you aren’t getting what you expected, whether or not expectations are reasonable. With sometimes unreasonable users, providing may sometimes feel like a lost cause. Let me tell you that it is not, I will share my GoDaddy experiences later.
There are companies that I have been very loyal to over the past 10 years. I’ve praised their product, chanted their name and also showed my support with my wallet. I’ve also supported brands in general, regardless of the product they released. When something doesn’t work as expected or breaks, support is the first line of contact. Some bend over backwards trying to make you feel comfortable, even if you are wrong. Then there are others who feel like they just read you an answer from a manual without care of you moving on. This year, my worst experiences have all been with services, namely Lunarpages, GoDaddy and Spotify.