Recently I had the misfortune of having one of my credit cards compromised and this necessitated updating all my pre-authorized credit card payments — one of which was my Bell Canada phone bill.
I dutifully updated the online account on July 4 — 10 days before the published due date on my electronic invoice which arrives by email each month.
On July 15, I received a letter dated July 10 indicating that my payment had been returned by the bank for insufficient funds and warning of NSF service charges and disconnection 2 days after the due date.
Collect and act on NPS-powered customer feedback in real time to deliver amazing customer experiences at every brand touchpoint. By closing the customer feedback loop with NPS, you will grow revenue, retain more customers, and evolve your business in the process. Try it free.
Here is a perfect example of 2 departments not talking to one another.
The invoice I receive each month clearly states that my due date is the 14th of the month — however because I am on pre-authorized payment by credit card — my actual payment is taken the 4th of each month.
As a customer I acted upon the published information and found myself in conflict with another departments procedures.
When I asked why my invoice stated one date and the actual payment was taken 10 days prior, I was told “that’s another department”. Further, when I asked to confirm that there would be no interest or penalty for the late payment due to the conflicting information, I was told they would add it into their notes, but I may have to call back when my next bill was received if the penalties were still applied — because that was also another department.
My Perspective: A customer does not see a difference in department or divisions in an organization — to the customer we are a single organization.
So make sure your organization is focused around the customer and the experience you design reflects a single relationship — not a splintered relationship with different elements that are not working together to create a single, loyalty building experience.