How can a company not realize that their customer base is their greatest asset?

In case you didn’t follow the recent story (and updates) I’ve been through dealing with Paypal Customer Service, here’s my answer to what seems to be an anonymous Paypal comment.

Dear Anonymous commenter from Paypal,

I don’t understand this anonymity but I respect it because I don’t know in which measure Paypal let’s its employees (assuming that you are working for Paypal) to comment on blogs (they don’t even approve my comments on their blog so…). Thanks to stopping by after days and dropping a comment.

Yes Paypal is a big company but this is not an excuse.

You say: “Sometimes when a company grows to be as big as PayPal they have trouble managing the growth in other areas”

‘Other areas’?! Am I wrong or here we are talking about customer service? What is Paypal without customers? Aren’t they (we) the core of Paypal?
One thing is sure, if Paypal keeps dealing with its customers like it did with me I’m sure that soon ‘customers’ will not be defined as a ‘growing area’ anymore.

We (customers) are not talking about anything special… we are just asking you to fix a form that doesn’t work, mails to which we can’t reply, and phone numbers that we can’t call from abroad… ok also a lack of attention in dealing with our problems… ouhh and also a lack of internal communication (considering that even if my account is now unlocked I keep receiving emails saying that they will check the documents I sent to prove my address and remove the limitations present on my account…You go and figure…).

The beauty of this digital era is the transparency. If Paypal doesn’t listen or is not able to deal with its customers through their customer service channel, people will make their voice heard on the web.

You say: “I can’t speak “officially” for PayPal but I can say your voice is heard loud and clear.”

Yes you are right my voice is heard loud and clear, not just by Paypal but also by the world wide community of quality readers that on daily basis is checking my blog, reading my tweets and following my life across all the other multiple social networks in which I share my experiences and thoughts.
Most importantly… my voice will stay forever in the Google long tail. This is what Paypal should think of… and should be enough to make Paypal fix its internal and customer relationship problems as soon as possible.

Waiting for somebody that can speak “officially” for Paypal…thanks again for your comment.

Andrea

Like I said my blog is connected to multiple social networks. In this screen-shot you can already see my ‘thoughts’ ranking #5 on Google search.

Click the image to enlarge

Andrea

Via Email

Or if you prefer subscribe via RSS feed