After reading the blog posted on Jiaxuan’s site, “Fido’s Customer Service“, I think this is a perfect same point of view regarding to these analysis. In my blog, I wrote about Four Seasons’ Customer Service, in the same way, I think customer services are the best way to build up customer relationships.
In addition to Jiaxuan’s blog, I find it interesting that she divides this process of constructing relationships into three parts: before, during and after purchases, which I agree. In different stages, the requirements of services vary. For example, before customer reach their products, the customer services should be there to help the build up the way they get touch with each other. However, after purchasing, maintaining the good image of products and fixing issues with products can be urgent. As for point of difference, personally, I did not receive any phone call since I changed my phone account into Rogers. I really miss fido’s phone call services although it is annoying sometimes. This is also can be determined as a point of difference. It can be seen that at least Fido are trying to do something different than other company. All in all, doing the work with all efforts is more useful than finding something useful to do.
https://blogs.ubc.ca/jiaxuanzhang/2013/10/07/fidos-customer-service/
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