Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

Forced customer interaction

At work, I am a member of an internal public relations team and know the importance of customer satisfaction and interaction. You also can’t put a price on honest, positive (or negative) feedback from your customers. 

With that being said, it is part of the reason I am such a big evangalist for interactions and opening a two-way street with your customers. Not to mention that I spend about five or six hours a day directly interacting with folks. We’re in a changing world – ignoring this kind of feedback, like many companies did years ago with blogs, will turn out to be disaterous for brands.

With my consumer hat on, I am also one to openly praise or offer honest feedback on Yelp or similar sites. However I will also post similar results whe I have a bad experince.

So I can see the case for a presence on both sides of  coin, but also want to point out that all of this feedback requires work and is 100 percent voluntary. You may be asking yourself where the hell is he going with this, well I will tell you.

Over the past week, I had a number of issues with Bank of America on both my credit card and new joined account with them. So after getting an extremely delayed response on the SM front, turned to the trusty phone support, which was equally unhelpful. Some of the greatest hits included:

  • No warm (live) transfer from rep to rep
  • Horrible on hold music
  • 50 minutes (first call alone) of my life that I will never get back

Now the meaning of this post is not to blast BOA. I got everything resolved and credits applied where they were due. The reason for the post was for the follow-up communication from BOA in the following days.

For each of my calls, I recieved an email asking me to grade my experience with X agent. Now when the first one came in, figuring it was for quality control or a CRM audit, I ignored it. But then low and behold, two more popped up for the other agents that I talked to.  Now three emails are not much to rant about, but the subbject matter is what was more interesting.

To be honest sending out an email soliciting feedback is too much. I am all for cultivating data, but this is just a lazy approach that comes off  as spammy.  So cut it out BOA.

My suggestion to improving the process is to pull the process into the site experience or via a promt at the conclusion of the call – where the customer would opt-in or voluntarily agree to the feedback. To be honest customers want to give their feedback on their terms – embrace it fully. You have six people, count them 1,2,3,4,5,6 people manning the Twitter account alone. Take the time to interact and find out the pulse and wants of your constituents.

Thank you for hearing out my rant.

Sorry, comments are closed for this post.

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