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  "Our Take"

(Past Editions by: Date, Title, Topic)

 
"Our Take" 
"Our Take" is a collection of daily vignettes covering a wide range of CRM topics. It's an attempt to add our own spin to the world of CRM. We will use the column to share our perspectives, opinions, epiphanies, web nuggets, or quite frankly anything that moves us. Get ready to expect the unexpected. And, don't be shy about sharing your thoughts.
 
 
8/21/07 - More Switching Barriers
Yesterday, we talked about the switching barrier created by cell phone providers in the form of the long term contract. Switching barriers keep customers in the fold often making them feel like hostages because the cost of change to a competitor is too great.
 
Let me share some additional examples of switching costs offered by some of our readers. Consider the frequent flier programs that encourage people to fly an airline even if they may not be the most convenient or the most economical. How about the online bill pay services many banks offer? Once the customer has spent the time to enter specific payee information, they are less inclined to repeat the effort to move to another bank.
 
What do you feel are the best examples of switching barriers done well and ones that create more defection than retention?
 
Gary Lemke, Publisher
(Share your thoughts)
 

 
 

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