Re: [Slightly OT] Shareware donation collection
Re: [Slightly OT] Shareware donation collection
- Subject: Re: [Slightly OT] Shareware donation collection
- From: Dale Gillard <email@hidden>
- Date: Sat, 21 Feb 2004 12:58:59 +1100
On Fri, 20 Feb 2004 14:04:51 -0800, cricket wrote:
On Feb 20, 2004, at 12:47 PM, Josh Ferguson wrote:
A person will feel better about a company after receiving good support
than they would not needing support at all.
Support takes time and costs money. Plus, it's extremely odd to think
that a customer would feel better about your company because their
product required support from the company in order to use it at all!
I don't think Josh was suggesting every customer should contact a
business for no reason at all other than to 'feel better'. Josh's point
is that if you handle support well then you will have a more satisfied
and committed customer. I've seen the same thing stated in customer
satisfaction surveys - a customer complains and their query is handled
well; these customers have a higher regard for the business and degree
of satisfaction with the product then customers who purchased the
product but did not contact.
Support does take time and money. It's also widely known that money
spent satisfying current customers causes them to buy more product from
you in the future. And that it costs less to have current customers buy
future products from you then spending greater amounts marketing to new
customers.
Dale
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