The voice of the customer is growing louder

Did you think that it is always the customer who is at the receiving end of cleverly devised communication strategies and costly services? Think again.

Recently we have seen some colourful examples of how regular consumers are exerting their power by taking on board tools invented for brands and corporations. One British consumer who got fed up with being pestered at home by cold callers simply set up his landline as a premium number, earning him money for every unsolicited call made to his house. Although this may in itself be a breach of regulations for premium rate numbers, the owner has generated hundreds of pounds in revenue over the last two years and it sends a strong message of “turned tables” when it comes to consumer engagement.

Read more at Finextra

The voice of the customer is growing louder

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