Can you put a price on customer loyalty?

I'm mad and I don't want to take it anymore - it being abuse from companies that seem to no longer value customer loyalty. For more decades than I wish to disclose, I've been a loyal customer of The New York TImes. I began subscribing after graduate school but read it growing up and at college before that. That's a lot of years.

Today the Sunday Times, the only print paper I receive any longer, did not come. I knew they'd been on my floor because my neighbor's Boston Globe was in front of her door.

I called the Times and was told I had been "suspended" for non-payment. I received the statement for the current billing period - 11/1/10 - 1/30/11 - just a couple weeks ago and now they're suspending me because I did not pay for something I've barely received yet.

I was told when I called (after having to repeat my phone number three separate times) that because I'd been late in the prior period, they decided to cut me off. Great - I was late because when I went to pay it online, something went awry and it wasn't recorded - the site is less than Mac-friendly and I'm on a Mac.

I'd called and tried to pay by phone. That, too, got screwed up because the person taking the info did not get the account number right or something - the charge never made it to my bank. I discovered this from a series of nasty letters from the Times and tried again. I was assured they'd do it so it would go through - it did. It just took a really long time.

All of this small tale of woe leads to the question - what's customer loyalty worth? I've been very loyal for a VERY long time. Now, I can read it online - no cost (for now) and no aggravation - or I can pay $97.50 for three months of Sunday only service with a lot of aggravation added free = which would you choose?

Views: 3

Tags: New, Times, York, customer, loyalty, service

Comment

You need to be a member of FohBoh to add comments!

Join FohBoh

Comment by Leo Pal on November 22, 2010 at 2:50pm
Don't take it anymore and go to the newstand.
Comment by Michael Albert on November 21, 2010 at 3:19pm
Washington Post?

Advertisments

 

DEPARTMENTS

Social Wine Club for Craft Wineries

Smartbrief

Read the latest

Read the latest food and beverage coverage by SmartBrief in SmartBrief Originals: -More

Kids LiveWell turns 3 with 42,000 participating eateries

NRA's Kids LiveWell program has grown from 19 restaurant brands to 150, with 42,000 U.S.  -More

JOBS & CAREERS

Posting a job or finding a job starts here at FohBoh. Call us about special $50 posting packages to syndicate across all major jobs boards.

National News

Ward Whitworth Named President for On The Border Mexican Grill

On The Border Mexican Grill & Cantina, which was recently acquired by Border Holdings, LLC, an affiliate of Argonne Capital Group, today announced the appointment of Ward Whitworth as President of On The Border.

The Melting Pot Targets Houston and El Paso, Texas for Franchise Expansion

Restaurants, Inc. announced today that it is actively seeking franchisees to expand its presence throughout the Lone Star State, naming El Paso and Houston as target markets for future franchise development.

Encore Restaurants Purchases 8 Existing Five Guys Restaurants, Plans to Develop 45 More

Encore Restaurants, LLC, a subsidiary of Dallas-based Encore Enterprises, Inc., has announced the purchase of eight existing Five Guys Burgers and Fries restaurants across central California including Elk Grove, Fresno, Lodi, Natomas, Roseville, Stockton, Tracy, and West Sacramento.

Takeout Orders to Hotels Jumped 125% in Popularity in Last Three Years

For many Americans, hotel room service is considered a travel luxury; however, data from PFK Hospitality Research1 suggests that room service revenues fell 9.5 percent from 2007 to 2012, with some hotels shuttering unprofitable operations altogether.

National Restaurant Association Praises House and Senate Commerce Committee Passage of Travel Promotion Act

Yesterday the National Restaurant Association (NRA) praised the House passage and Senate Commerce Committee markup of the Travel Promotion, Enhancement and Modernization Act of 2014. The bipartisan legislation reauthorizes Brand USA, the nation’s first global marketing campaign, to promote the United States as a destination for international travelers.

CROWD FUNDING

If you are looking for capital to start or grow your restaurant, create the next 501c3, develop and launch the next app for the restaurant industry,or want to help your peers in some meaningful way, we want to know about it.

TED TALKS VIDEO

TED: Ze Frank: Are you human? - Ze Frank (2014)

Have you ever wondered: Am I a human being? Ze Frank suggests a series of simple questions that will determine this. Please relax and follow the prompts. Let's begin …

TED: Heather Barnett: What humans can learn from semi-intelligent slime - Heather Barnett (2014)

Inspired by biological design and self-organizing systems, artist Heather Barnett co-creates with physarum polycephalum, a eukaryotic microorganism that lives in cool, moist areas. What can people learn from the semi-intelligent slime mold? Watch this talk to find out.

TED: Shih Chieh Huang: Sculptures that’d be at home in the deep sea - Shih Chieh Huang (2014)

When he was young, artist Shih Chieh Huang loved taking toys apart and perusing the aisles of night markets in Taiwan for unexpected objects. Today, this TED Fellow creates madcap sculptures that seem to have a life of their own—with eyes that blink, tentacles that unfurl and parts that light up like bioluminescent sea creatures.

TED: Nikolai Begg: A tool to fix one of the most dangerous moments in surgery - Nikolai Begg (2013)

Surgeons are required every day to puncture human skin before procedures — with the risk of damaging what's on the other side. In a fascinating talk, find out how mechanical engineer Nikolai Begg is using physics to update an important medical device, called the trocar, and improve one of the most dangerous moments in many common surgeries.

© 2014   Created by FohBoh.

Badges  |  Report an Issue  |  Terms of Service