One way companies can keep customers happy — maybe not loyal, but reasonably content — is responsive customer service, especially in small ways that matter. Here’s an example. This morning I sent my bank a simple question and here’s the response.
[photopress:Citizens_message_centerJPEG.jpg,full,pp_image]
Two days to reply to a simple email question? Now there’s an area marketing should tackle.
Lois,
Some companies don’t get it. Citizens Bank is one of them.
When I lost my ATM card it took 4 rounds and nearly 60 days to get an ATM card that works in my hands. Not to mention a “rush charge” for getting it (third attempt) to me in 5-6 days instead of two weeks, then having to fight (on principal) to get the charge removed.
And it was such a nice feeling when the drive-up teller pulled her shade and called it a day as I was pulling up after waiting in line for 10 minutes.
Good thing for Citizens Bank that it is such a hassle to change banks. Otherwise I’d be banking elsewhere by now.
Warm regards,
Mac