Sorry, Wrong Number

January 6, 2011 at 10:13 AM Leave a comment

In the Oregonian yesterday, Mike Rogoway called out Frontier Communications for hiking their rates without ensuring that their customer service personnel knew about the rate hike. They also forgot to post the changes to their Website.

Their excuse (paraphrased): “We sent the memo. Dunno what happened.”

Obviously Frontier isn’t doing its customers any favors. With all the channels available these days for communicating with customers – email, Web, social media, robo-calls, skywriting – there’s simply no excuse for sandbagging customers like this. And since a lot of those channels allow the customers to broadcast their discontent, Frontier is in for a bad time.

And that’s no way to build trust within the company. How would you like to be manning their 800 number with no idea what’s going on?

Downhill, one-way communication just isn’t enough anymore – especially if no one gets the memo.

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Happy New Year Coffee nerves

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Thompson Morrison

Thompson Morrison

About Thompson

As CEO of FUSE Insight, Thompson Morrison uses powerful new web interviewing technologies to help businesses better align their brand with the needs and aspirations of their customers. Learn more at www.fuseinsight.com

 

"The single most significant strategic strength that an organization can have is not a good strategic plan, but a commitment to strategic listening on the part of every member of the organization." -- Tom Peters

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