Just had a “service” call from GIO Australia, a major insurance company in Australia. The “service” bloke on the phone was trying to blame me for changing insurers as I found a company that could offer the same conditions for half the price! Apparently I should have been the one to chase GIO up and see if they could have done better! Well, as a renewing customer I would have expected that they sent out their best possible offer. Isn’t that what service is about? I remember when I was doing marketing that it is much easier to look after your existing customers and to keep them happy than to try to find new customers. Unfortunately it is even worse when you really annoy an existing customer …. they can do a lot in the way of negative PR!
Oh well GIO, you have lost at least 2 customers for ever!