According to rock folklore, Keith Richards once responded to a heckler in a club by breaking his guitar over the guy’s head.
That may have been effective communication, but it was not good customer relationship management. And while I’ve never been brained with a guitar, I do walk away from some encounters with companies feeling as if I have.
It happens when I get on an airplane and I’m treated like cattle.
It happens when I call up my telecommunications provider and get indifferent service from people who clearly hate their jobs.
And it happens when even a minor complaint to a company is met with a surly response.
Whatever happened to the idea that good or even courteous service was one way to strengthen your brand in an era of increasing commoditization?
But don’t blame the offending wage slaves. The real fault lies with executives who fail to practice good internal marketing.
What’s that?
According to Northwestern University’s Don Schultz, internal marketing is the science of getting your employees