Oct 30, 2007
csalomonlee

Where Dell Succeeds, Citibank Fails

Citibank Email

As people who have read my blog, I have a bone to pick with Citibank regarding their email marketing tactics and, in my opinion, poor customer service (see here and here). I still don’t understand how they are voted one of the best. 

Mack Collier at The Viral Garden wrote about Dell’s turnaround in the social medium. If only Citibank could follow suit.

Simple ways to provide better service and participate: 

  1. Monitor and respond to any posts about Citibank

  2. Respond to snail mail letters with a letter, email or phone call

  3. Provide an unsubscribe service for those who have cancelled accounts (FYI – I was required to change my profile settings to stop the emails which I can’t do since I cancelled my email account, hence the problem) 

  4. Allow your customer service representatives to automatically cancel email notices instead of quoting a 30 day period for stopping correspondence. Obviously, this didn’t work either. Didn’t you know that email is NOT snail mail? An ability to go into a database and delete my email shouldn’t be so complicated.So I’m officially starting my Citibank Watch. How many days before I 1) hear back from Citibank and/or 2) get them to stop sending me useless email messages I can’t unsubscribe from.

Here are the dates:-          # of days since my first letter to Citibank: 90 Days

# of days since writing to William R. Rhodes, CEO of Citibank: 29 Days

I’ll try to do an automatic clock. If you know of a simple code that I can add, please send me an email.  

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About

Cece Salomon-LeeCece Salomon-Lee is director of product marketing for Lanyon Solutions, Inc. and author of PR Meets Marketing, which explores the intersection of public relations, marketing, and social media.

This blog contains Cece's personal opinions and are not representative of her company's.

Learn more about Cece.

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