You’ll notice the content in this blog is a bit…well…aged? Yes, guilty as charged. That’s because Twitter is the main place to hear me rant and rave now about all things marketing, education and healthcare. Pop on over and engage with me there @ChargeAheadMktg anytime.
Mistakes are bound to happen, no matter what. In a fast-paced marketing team, details do get missed and things happen that, while ultimately preventable, are inevitable.
Certainly, how you recover and manage damaged relationships is critical in any situation. Sure, there are measured actions to take for crisis control on serious issues. Yet it doesn’t always have to be an enterprise-level problem in order to damage customer relationships, and no matter if the issue is big or small, when measures are taken to resolve the issue it can lead to backlash if not positioned or implemented correctly.
One of the most sensitive issues is the security of data. For purposes of this blog post, let’s say it’s marketing data. Specifically, let’s say it’s your email database. Your customer email addresses are valuable — priceless, even. And surely, your customers would rank the privacy of their data as a pretty high priority. What do you do when, say, one of your sales reps sends out an email to your entire customer list, yet instead of blind copying everyone he makes the email addresses visible to all? That’s what happened to me recently — although, thankfully, the sender wasn’t from my company, my email address was in his list for all to view. Here’s the message I got later in the day:
I would like to sincerely apologize to everyone blind copied here for accidentally delivering a mass email earlier today with your email address visible.
Needless to say, I am deeply embarrassed my error.
If there is something I can do to rectify any inconvenience that my hastiness may have caused, please do not hesitate to let me know.”
Is that sufficient enough a reply for you?
Ponder that question and let me know your thoughts, and I’ll answer the question myself in my next post.
You typically read about all kinds of marketing in this blog.
Not on 9/11, not this year.
I signed up for a great cause, Project 2,996. It rightfully seeks to shine the light on the victims of 9/11, instead of the heartless radical cowards who caused it.
As part of Project 2,996, the person I am writing a tribute to is Luis Eduardo Torres. An immigrant from Mexico, Luis started with nothing and worked his way up to being a senior broker at Cantor Fitzgerald, a job he ironically started on September 10, 2001. He was a bikerider, hiker and skydiver. This was a man who paid his dues, worked hard, and had accomplished alot. There are a few more details on Luis on his page at Legacy.com, and several people have left beautiful comments in the guestbook.
Take a good, long look in the mirror today. Enjoy the day, breathe the fresh air. Tell your family you love them. Find something you’re passionate about and charge ahead after it.
Because you never know what will happen tomorrow.
I launched the Charge Ahead blog a year ago, and have enjoyed sharing many a random thought about marketing. Many semi-organized ones too. So much has changed in the field of marketing, even in just a year.
To celebrate my blog’s one year birthday, I took a good, long look and gathered a list of my top 10 posts over the last year.
- Steps to Improve Your Social Network
- A Letter to Marketing Professors
- Marketing Has a Role in the Future of Content
- Brand Y-O-U
- The Demands of Social Media
- Customer Utopia (I’ll mention my love for JetBlue whenever possible)
- Where’s You Value Proposition?
- A Friendly Reminder
- Customer Service Impacts Marketing (I’ll mention my disdain for AT&T whenever possible)
- How NOT to Treat Your Customers, Courtesy of Excite (had to throw this one in…I still hate Excite over this)
I thank you for your readership, and am ready to charge ahead with continued posts over the next year for you.