Sorry, Wrong Number


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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.

Republished with author's permission from original post.

Thompson Morrison
Thompson Morrison has spent the last couple of decades figuring out how companies can listen better. Before co-founding FUSE, Mr. Morrison was Managing Director of AccessMedia International (AP), a consulting firm that provides strategic market analysis for the IT industry. His clients included Hewlett-Packard, Compaq, IBM, and Vignette.


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