Good morning, Marketer, and can we work on those experiences please?

My gripe this week. I’ve been a customer of a brand, under its various names, for over 20 years. All that time, the brand has been contacting me by mail or email. I’ve called them when I’ve had a question or a problem.

Last week, they started calling me. Repeatedly. Two or three times a day. Now I often don’t pick up phone calls right away. If I’m writing or editing, I can happily leave my phone in a different room. But recognizing the brand, I call them back. And they ask me what I’m calling about.

I’m not kidding. Now, in theory I could give them some kind of an account identifier and they could find out from their system why they were calling me. But in fact, I have three separate accounts with them. Just once I went through the account one by one to find out why they had made the call. Never again; I blocked them. Great CX, guys.

Kim Davis
Editorial Director

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• People. Vikrant Chowdhary has joined user engagement and retention cloud CleverTap as its first Chief Growth Officer. Chowdhary had previously led GTM for enterprise business units and financial services for Salesforce in India. Prior to that he served in executive roles for SAP and managerial roles for IBM, also in India.
• Quote of the day. “If you aren’t talking to >1 customer, buyer or target audience member before you create content, you’re creating it for YOU and not THEM.” Eric MacKinnon, Senior Director Demand Generation, Refine Labs