At the last SITRAS event down the road in Miami Beach in June, there was lot’s of talk about how bad the customer service is at most online dating sites. It was the number two complaint from customers and I’m not hearing anyone address this. I’m hearing a lot of new, and not so new, ideas about how to grab more market share, but nobody seems concerned about their current customers. Reducing customer churn by integrating value-added services and higher-touch customer service could be a whole track at a show like this, maybe next time.
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Amen, Dave. Sites still haven’t embraced the concept of giving more to the customer at a very basic level. All the voice, video, and matching technologies in the world aren’t as important as good photos, good essays, and good customer service.
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