Today’s post may be a bit of a rant and for that I apologise, in advance.
Now, onto the issue at hand.
A few weeks ago I received the following email:
There were a few of things that occurred to me when I saw this email:
- One, I recently bought one of their products (InDesign) to do some editing;
- Two, I thought, Aha! Feedback request…well done, I thought, and should be routine for all businesses post-transaction;
- But, then I noticed……walkerinfo.com? and I thought……who is walkerinfo.com? Is this spam?….Who is this really from?
Overall, I was disappointed, particularly after I recently interviewed Adobe in Adobe, Customer Experience Management (CEM) and fear in the boardroom – Interview with Rob Pinkerton and they told me about their commitment to customer experience.
Are not named emails one of the first things that email marketers, marketers in general and customer service folks teach us that it’s important to use?
If I’m going to the trouble to buy some stuff from you and give you my name, email address and financial information then surely you can do me the courtesy of using my name in return. Right?
Come on, Adobe, I may be a small customer in your scheme of things but, surely, you can do better than that!
Even if the walkerinfo.com people are a 3rd party that you have outsourced your feedback process to then a few things could have happened:
1 You’ve not given the right amount of data to your service provider; OR
2 Your third party service provider is letting you down; OR
3 The customer experience experts have not thought through the delivery of their own customer experience.
That last one may be harsh but I think that a customer experience leader like Adobe should be doing better.
What do you think?