The Customer Retention Department: Every Man’s Oprah


Posted by 5uSsM9 | Posted in Public Relations | Posted on 15-09-2017

By Kurt Hartman

No matter how old, or what sex you are, you probably love getting free stuff. You’ve seen that episode of Oprah every year, where grown women lose their ever-loving minds over a pair of sandals. They might not even like the sandals they are getting. They just know something better is just around the corner.

Chances are, you can’t get a ticket to Oprah’s show, much less that particular show, as getting on there is completely random. If you’re a guy like me, you could care less what Oprah says about, well…anything. I’d still smile and take the free stuff if it was offered.

I have good news for you guys: Better things are around the corner. There is department in pretty much every corporation that has the authority to give you free stuff. It’s called “Customer Retention”. See, as a consumer, even in a contractual situation, you have the right to complain, or at least ask for a better deal. CR is the only department that has the right to grant you the free stuff.

Why in the world would a company give stuff away? Well, it cost them quite a bit in the form of marketing, reputation management, and good, old-fashioned elbow grease to get you in the first place. Marketing data suggests that it will take them 12 times as much to get you back if they lose you. If you do the math, you can see why a little hush money would be worth paying out. Why lose money, when they can break even for awhile, and then continue to turn a profit?

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Let me guess, you think I am full of a foul-smelling substance? Fine. Let’s take a walk back to the ultra-competitive days of dial-up internet. Do you remember a little company by the name of AOL. What did they do marketing wise? Hmmm…I believe you dedicated a small room in your house to all those promotional install discs they sent you. Then, you signed up for your 90 hour free trial. This, as fate would have it, was exactly how long it took to download a song.

You were happy, until you figured out that everyone else received a free CD as well, and all numbers at AOL were busy. You decided to call and cancel. Here’s where CR stepped in. They said ” Oh, I am terribly sorry that you are unhappy, we’ll give you another month of our service free.” Since they were such terribly nice people, you decided to to take them up on their offer. After this month, AOL increased their ability to handle your areas call. Then they billed you at the full $30-a-month for the next 4 months. You kept forgetting to cancel. When you finally got around to it, AOL had a slightly worse, but better deal for you: $19.95 for the next three months. You eventually canceled. The CD’s kept coming, long after you switched to Compuserve, Prodigy, or even DSL. They spent tons of money trying to regain your business.

Do you believe me now? Or….can you hear me now? Ah, the customer retention gold mine, Sprint, Verizon, and AT&T. These people want your business. See, what phone companies don’t tell the general public, is that they don’t start making a profit on any customer until the very end of a two year contract. The infrastructure, hardware development, and customer support(..ha…ha) cost them quite a bit. Once they reach the end of that term, however, they just watch the money roll in. For this reason, they love it when you get sick of your old phone, and decide to become an indentured servant at the end of your first two year term. Oh, yes. More money, zero effort. Who wouldn’t love a deal like that?

Ding.ding.ding.ding….the consumer, or as like to refer to them: YOU. So, how do you get free stuff? I’ll start with Sprint, as an ideal example. Although they have been a really lousy service provider (except for their mobile broadband product), they are fairly aware of their sub-par reputation, and their customer retention is extremely attentive. How attentive? Well, let’s see. When my company mentioned to switching to AT&T, suddenly, Sprint found a way to chop off 25% of our bill. Then, they gave us 2 months(nearly $3000) of service free. “But”, you will say, “you’re a company. You have leverage that I don’t.” Alright, I’ll give you another example: I know a guy that has received a top-of-the-line phone from Sprint every single time he has asked for it. He’s just an average customer, with a line for him and his wife. This is not the the bargain basement, $30 promo phone. This is the tricked out $400 PDA, with all the niceties included.

How does he do it? With a single call. He rings up Sprint, asks for their customer retention dept., and will not speak with anyone but customer retention. This is a very important step. In fact, it’s the only step, and it is very hard to implement. Why? Nobody wants to send you to Customer Retention. Customer Retention is the place most people send you’ve spoken with first level support, and a couple of supervisors. You can skip all that junk by just requesting them in the first place. After that, you and Customer Retention just have to come to an agreement on terms. Our friend with the free PDA just gives his demands, and Sprint gives him the tracking number for his new phone. No muss, minimal fuss.

I would also state the only rule, which explains the reason for the only step: Don’t talk to people who can’t help you achieve your goal. If you don’t know it already, phone centers are divided into teams and hierarchies. They are also bound by certain rules. Do you know what their first rule is? Never offer to let someone talk to your Supervisor. Whatever you get from a company’s first line of defense, you will have to ask for. Customer Retention is way up the ladder where conflict resolution is concerned. They are the nuclear option. I repeat: Ask to speak to them FIRST.

Now, I must also state that you will have varying degrees of success with this method. Some companies aren’t as generous,are too small to offer these benefits, or just don’t care. If the company you are dealing with falls into the last category, you are better off arguing your way out of the contract, and moving on. For those who are willing to hang in there, a treasure trove of services, discounts, and flat-out awesome await.

By the way, don’t abuse this information. Don’t call just because you can, and certainly not if this your first month of service. These companies want to retain customers, not bottomless money-pits. You want a great deal and even better service. Putting them out of business will not get you either. However, if your company is not delivering these things, don’t be shy about taking your pound of flesh.

Now, go forth and reprint this article, help others get the service and money they are due. I’m going to see if Oprah has a Customer Retention department.

About the Author: Kurt Hartman works hard, plays hard, fights for truth, justice, and uses entirely too many commas. His day job is as an OTR analyst for a company that sells

giant otr tires

. Who does that? Kurt does.


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Muthoot Pappachan Foundation In National Campaign Against Ragging


Posted by 5uSsM9 | Posted in Public Relations | Posted on 04-07-2017

Hyderabad, August 2010: Muthoot Pappachan Foundation, the philanthropic arm of Muthoot Pappachan Group, today, flagged off India’s first national campaign against ragging at Nizam College, Basheerbagh. After the successful flag off in New Delhi, Jaipur, Mumbai, and Pune, the bus will visit colleges in Hyderabad for two days. This ongoing month long campaign is a platform for student communities across the nation to speak up against ragging and take a pledge that they would not rag their juniors. Dr. Akun Sabharwal, Deputy Commissioner of Police, Hyderabad flagged off the event along with Ms. M Madhu, Regional Manager – Hyderabad, Muthoot Pappachan Group.

Speaking about the flag-off at Hyderabad, Mr. Thomas George Muthoot, Director, Muthoot Pappachan Group, said, “Year-on-year, after the commencement of the new academic year, the menace of ragging is ever increasing. Having understood the intensity of this menace, as a socially responsible organization, we wanted to approach this issue and take action. We are serious about the anti-ragging campaign; all of us are affected by the menace, a lot more than many students or their parents are willing to admit.” He also added, “We have received good response from New Delhi, Jaipur, Mumbai and Pune colleges so far and have received more than 10,000 signatures from students who have pledged that they will not rag their juniors.”

India’s proposed longest running anti-ragging bus will be traveling across eleven cities in India and covering over 45 colleges to garner support from student communities through a signature campaign.

The ‘Bus Aur Nahin‘ anti-ragging roadshow will be supported with two short public service films that will be telecast over major national news and youth-focused channels. The entire campaign is spearheaded and rolled out by Muthoot Pappachan Foundation.

Students across the nation can also express their solidarity about anti-ragging by logging into the Facebook page.

About Bus Aur Nahin campaign

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With the increasing menace of ragging across the country, Muthoot Pappachan Foundation is rolling out a nationwide awareness campaign against ragging. The anti-ragging bus called ‘Bus Aur Nahin’ will travel across campuses and would invite students support to sign against India’s longest canvas and pledge that they would not rag their junior.

About Muthoot Pappachan Foundation

Muthoot Pappachan Foundation promotes art, culture, sport, talent and creates awareness on social issues. The value ingrained in the system by the Founder, Muthoot Pappachan, has ensured the consistent act of giving back to society. Supporting the arts, sport and academic excellence being one chapter of its social responsibility, sustainable development through empowerment is another. The third and wider chapter involves empowerment of women, children, entire villages and communities in different parts of the country.

For further details, please contact:

John J. Kallarackal

Muthoot Pappachan Foundation

Mobile: +91-8891888050

Deepti Sangani

Perfect Relations

Mobile: 9849758020

Mathew Jacob

Muthoot Pappachan Foundation

Mobile: +91-9633849767

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Author: James Jose

Sms Short Code Codes That Make You Smile}


Posted by 5uSsM9 | Posted in Public Relations | Posted on 15-01-2017

SMS Short Code Codes that make you smile


David Webb-Mobile Marketing Expert

In the present world mobile phone became the best friend of most common people to help you with entertainments and information. What ever you need under the sky can get with the help of mobile phones with its calling facilities and messaging functions. Now a days it is found that mobiles are receiving more messages than the calls. This shows the importance of mobile marketing or SMS marketing. The areas of SMS marketing thrived with the introduction of SMS short code. Short codes facilitate the sending of messages to countless mobiles under the sky without dropping the identity of the service provider.

It is this ability to hold the identity of the service provider with the messages which made the short codes a fast and large moving method of selling, advertising and marketing. SMS short code is the numbers less than the length of phone numbers. But these numbers enjoys more technical status compared to that of normal mobile numbers. Short code are distinct for each service providers. Most of the service providers sign a mutual agreement to stop overlapping the short codes. Short codes plays important and inevitable role in present day sales and marketing strategies.

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Several small and large service providers and businessmen are making use of the SMS short codes. These codes are the effective and beneficial tools for them to market their products and to inform the clients or customers about the new products and services. This is the time where people have no time to spend on hearing the instructions of service or descriptions of a product. SMS short codes help to catch the attention of customers towards your products or services without disturbing them. Time and distance is not at all a problem for short codes to take your messages.

Apart from a marketing or selling tool, SMS short codes keeps in touch with your clients and customers. It is not practical to walk in to the house of customers or to ring in their phones to convey regards or wishes. But you can send wishes, greeting, details about your discounts and festive offers to their mobiles without spending more. This helps to build an everlasting business relationship with you customers. So now it is foolishness to spend more on broachers and notices to catch the attention of your customers. Nothing else is there than a message with a beep sound can impress the heart of customers. So much they like their sound and presence of mobile phones.

SMS short codes also help the schools, colleges and businessmen to send mass alerts. As a school principal what will you do to inform the students and teachers about a sudden close of school? What as businessmen you can do to inform your clients about a change in addresses of office or shop? Simple SMS short codes take your messages to the respective hands within seconds. This is what the service of SMS short codes for you.

If you need a best expert to provide you excellent service in

SMS short code service

or relevant information, David Web, from

is your right choice.

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SMS Short Code Codes that make you smile }