AOL is struggling to remain relevant as they open their mouth and insert both feet on this studio recording of the Vincent Ferrari Interview on the Today's show with Matt Lauer. In the now famous “I want to cancel my account” episode, AOL subscriber, Vincent Ferrari, battled mightily with a service rep to shut down his account.
This is a clear example of selling at its worst. AOL’s self-inflicted wound reveals the problems of a good sales strategy gone awry by using customer service staff in the wrong way. Granted, most customers expect to hear some sales pitch when they talk to a service rep but tenacious efforts to sell something to a customer while on a service call violates some basic marketing tenets. Namely, to keep the customer happy by providing a good experience.