in a strange way im kinda hoping that e cigs dont take the world by storm. my reason for this thinking is concerning customer service levels. at the moment it seems to me that most e cig suppliers are of a relatively small business scale. this in turn brings forth a lot more personal attention to new customers because the suppliers are trying to build up a business. on average a happy customer will tell 3 people of a good experience when purchasing a product. in contrast, an unhappy customer will on average tell 10 people of a bad experience when purchasing a product. that is why in these early stages of the e cig world a lot of good customer care is being used.........and that is a great thing. over the last month i have made purchases from simon at e-cigs.co.uk, craig at Miragecigarettes.co.uk and John at intellicig.com. all three of these guys have given me some of the best customer service that i have ever had. all have answered emails within a matter of hours, sometimes minutes. all problems were rectified without even a slight quibble and i even recieved some freebies when i wasnt even expecting them. quite simply, excellant. and i would like to say a big thanks to all 3 of you!
Now, lets imagine that some major companies cotton on to e cigs. im talking about the companies who employ hundreds, even thousands of employees. can we really feel that we will still get the same level of customer service that we are recieving at the moment? i seriously doubt it. the big companies will no doubt drive some of the smaller businesses out due to the sheer purchasing power that they have and then we (the consumer) will end up being just another slave to them. if we get a dodgy atomiser, will they care? probably not. if e cigs really take off and become as popular as real cigarettes then that will equate to millions of users world wide. if, or when that happens then they wont give a monkeys about a dodgy atomiser as there will still be millions of people spending money on their products. if they lose a customer via bad customer service then i really dont think it will matter to them. that lost customer will be just a drop in the ocean!
can you imagine sending a email to the Phillip Morris cigarette company and getting a positive reply within minutes? can you imagine asking for advice on products and not being treated with contempt? can you imagine being able to call the Phillip Morris company and get to speak to the manager straight away...........and know the manager by his first name!
sorry for waffling on a bit!
thoughts please
Now, lets imagine that some major companies cotton on to e cigs. im talking about the companies who employ hundreds, even thousands of employees. can we really feel that we will still get the same level of customer service that we are recieving at the moment? i seriously doubt it. the big companies will no doubt drive some of the smaller businesses out due to the sheer purchasing power that they have and then we (the consumer) will end up being just another slave to them. if we get a dodgy atomiser, will they care? probably not. if e cigs really take off and become as popular as real cigarettes then that will equate to millions of users world wide. if, or when that happens then they wont give a monkeys about a dodgy atomiser as there will still be millions of people spending money on their products. if they lose a customer via bad customer service then i really dont think it will matter to them. that lost customer will be just a drop in the ocean!
can you imagine sending a email to the Phillip Morris cigarette company and getting a positive reply within minutes? can you imagine asking for advice on products and not being treated with contempt? can you imagine being able to call the Phillip Morris company and get to speak to the manager straight away...........and know the manager by his first name!
sorry for waffling on a bit!
thoughts please
