Tales of Lost Trust
Posted on
by Chief Marketer Staff
Consumers can lose trust in marketers because the marketers have systems in place for their own convenience instead of the consumer’s.
My son is going to South America. It was a last-minute decision, and I decided to use frequent flyer miles from an airline I don’t use much. I didn’t know my PIN number.
When I called the airline, there was a wait on hold because I didn’t know the number. Then there was another while they tried to work out the trip details. Then another person on the phone gave me grief for not knowing the PIN number.
It turns out that for $35, they will reissue me a PIN number, but I have to fax them a copy of my driver’s license, along with a notarized letter. This is a big sweat