I was not called by my telecom provider when I exceeded my data bundle and started paying more. A website did not alert me that I had already purchased that book from them. My insurer did not proactively ask me about my accrued no-claims that could have saved me money. We consider this normal. As a consumer, you should ultimately pay close attention yourself and ensure that you cancel in time and do not pay too much. But is that normal?
That is what Don Peppers and Martha Rogers say in the book Extreme trust . They predict that the above abuses will no longer occur in the future. The attitude of companies that customers should pay attention themselves, can then no longer be maintained. Customers list to data no longer accept that they are punished for their so-called inattention with companies. Times are changing. As a company, you will have to ensure that your customers cannot make mistakes with your product or service. You as a company are responsible for that. Not the customer.
To trust
Amazon in the US shows a pop-up as a warning if you are ordering a book twice. AllSecur actively calls its customers when they actually have to change their Allrisk insurance to a cheaper version, because the car is getting too old for their policy. A construction company in the US proactively contacts customers, two weeks before their warranty expires, to check if everything is still working. They have the highest word-of-mouth in their industry.
extreme trust
This is still exceptional behavior. A company that acts in your interest and not in their own. After all, at that particular moment they are losing turnover or making costs. Why do they do this? What happens to you when a company warns you that you are paying too much to them? You really start to trust this company. What happens when you really trust a company? You come back more often and you recommend them without hesitation.