Devangshu Dutta
November 22, 2008
Whatever you might say about “customer relationship management”, you can’t fault some companies for trying. Only, sometimes they just try too hard. Here’s an example…
Whatever you might say about “customer relationship management”, you can’t fault some companies for trying.
Only, sometimes they just try too hard.
For instance, one bank (that shall remain unnamed) sent an email with birthday wishes WEEKS after the event. You could laugh at the mistake, blame it on a fault with the IT system, whatever.
But what do you do when the very next day they follow it up with an emailed apology that says:
“Dear Customer
We apologize for inadvertently e-mailing a Birthday wish to you. Kindly accept our sincere apology for the inconvenience caused to you.
We look forward to your continued patronage and wish you the best at all times.
With Warm Regards
XYZ Bank”
Sometimes customer relationships should remain managed in an understated and old-fashioned way. Otherwise the “WOW Factor” can turn into the “WHA…?! Factor”.
