Customers complain that companies aren't focused enough in their offers and don't give them the option to pick which products they want more information about. If I could turn it on just for one product that would be fine. But instead I get information on too many products that I don't care about. Only telemarketing rates as more intrusive than unsolicited email. And when telemarketing and email are combined, it can be doubly infuriating.
Customers indicate that telemarketing follow-up to Web site registration adds insult to injury.
Customers resent it when vendors barrage them with telemarketing calls based on the information derived when they register on a Web site. As shown in Figure 1, sales-oriented email is increasing for many people. This is happening at a faster rate for business customers than for consumers. We see a polarization on this topic. Very few people are neutral on the issue.