| Good morning, Marketer, and can we work on those experiences please? My gripe this week. Iāve 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. Iāve called them when Iāve had a question or a problem. Last week, they started calling me. Repeatedly. Two or three times a day. Now I often donāt pick up phone calls right away. If Iām 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 Iām calling about. Iām 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 | 