Communicable Imagery.

A very agreeable post by Eric Karjaluoto on customer relations on ideasonideas. From the article:

Think about how the mobile contract works: You’re lured in by a seemingly great offer that slowly becomes “less so” as you fill-in the paperwork. You begrudgingly sign, as it seems that you have little choice but to do so at this stage in the game. Now, regardless of what comes up, what new phones are offered, which cost-saving programs are added, you’re stuck. After three years, however, the courting begins again. They offer you great savings and new phones just to renew. And if you threaten to leave, they’ll cut your rate even more.

Read the whole article here.