Brand apathay and compliance

I bought an iPhone on Friday and now find out today after much chasing that I won’t be connected until next Tuesday - that’s ten days. I am sure there is a valid reason for this but it doesn’t make it better.

The only reason I moved to O2 is because of the iPhone contract restrictions. It may be a great deal financially for Apple and O2, but I’m not impressed because:

I didn’t really want to move from Vodafone.
O2 have given me a ride from hell

Anyway, how apathetic do I (or any customer of any business) have to be towards a brand before we say enough is enough. I already don’t like O2 and I have only just signed up. But, I feel compelled to just keep to this path - it’s easier. And what about Apple’s brand?

I remember a client said to me once at The Escape that our business relationship was like an old married couple and we simply put up with each other. It was great feedback and we changed some stuff but should it have even got to that?

Seth Godin asks the question “Are consumers responsible for the behavior of marketers?” in a recent Blog post. My Blog gives me the platform for a moan, but I still use some of the services that I moan about.

I have found with some recent comms work that many customers are apathetic to our business. You think they care - but they don’t… and nine times out of ten, when they end up caring, it’s a negative situation.

It’s getting harder and harder to hope that customers care. But one thing seems clear to me time and time again - it all revolves around customer service.

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