I've attended a few seminars, meetings and read a few blogs lately where I've read about companies and agents trying to "capture" consumers. Semantically speaking, wouldn't you rather "establish a relationship" with consumers vs. capturing them?
As a consumer, I personally do not want to be captured. That term implies being caged like an animal without an ability to get free. Like I'll be receiving an overkill amount/abundance of e-mail, phone calls, snail mail, etc. until I buy. I'd love to see us an industry get to the point where we use more consumer-friendly terms and phrases in these instances.
At Real Living, since 2002, we've been using the label "customer care center" when referring to our "call center/lead capture mechanism/etc." We use the phrase "warm and inform" when referring to how customer care employees treat and communicate with consumers generated online.
Inserting more consumer-friendly terms and phrases like these into your company or team's culture will pay dividends when it comes to our primary sales purpose - generating commission income.
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