16 Aug '11, 8am

Sirius XM’s Customers Crowdsource Their Response to Channel Changes

Sirius XM’s Customers Crowdsource Their Response to Channel Changes

Why did Sirius XM do this? Who asked them to make way for a new channel? and why didn’t they advise listeners before the switch went into effect? Reasonably, former listeners expect answers to these questions – after all, Sirius XM is a subscriber based service. Surely, unlike commercial radio, which is answerable to advertisers, Sirius XM should be answerable to its subscribers – but alas, no such luck. The company is providing no answers or transparency over the decision – and transparency is surely fundamental to good customer care. But good customer care can be hard to find. It seems that some large companies feel this function can be served merely by rapid-fire responses to customer complaints. Expedience over substance. I suspect most organizations have metrics over which they take pride, measuring, for example, how quickly they respond to customer complaints. But as...

Full article: http://www.triplepundit.com/2011/08/sirius-xms-upset-cust...

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