He Said, She Said – Volume 4 | Healing the customer’s brand relationship

by Stephanie A. Lloyd on August 30, 2009 · 12 comments

in Branding, Customer Service, He Said She Said, Management, Video blogging

As you may have read in previous posts on my blog, I’ve had some trouble with Sears over the past ten days.

I thought it might be constructive to provide some ideas for the CEO and executive team at Sears so we took today’s episode straight to their door.

It was my turn to ask the question, and I asked “When a company provides a poor customer experience, what is the most important thing they should do to heal the customer’s brand relationship?”

What are your thoughts?

When a company delivers a poor customer experience, what can and should they do to heal their relationship with the customer?

Post ‘em in the comments please.

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Twitter Trackbacks for He Said, She Said – Volume 4 | Healing the customer’s brand relationship [radiantveracity.com] on Topsy.com: August 30, 2009 at 10:38 pm
What happens now that customers [finally] have a voice?: September 15, 2009 at 3:57 pm
My 10 fav blog posts of 2009: January 11, 2010 at 11:40 am

{ 9 comments }

Sears Cares Brian J. August 31, 2009 at 1:06 pm

To Stephanie Lloyd,

I read this post and I wanted to reach out and tell you how sorry we are to hear about these issues with the delivery of your bed set. We always try to accommodate our customers as best that we can by setting a two hour window instead of an all day window. Many times there are deliveries that take longer than we expect and that causes later deliveries to be pushed back. That, of course does not mean that what happened is acceptable by any means and we would like to look into it further. My name is Brian and I am part of the Sears Cares Executive escalations team and we would certainly like to talk with you more in detail about what’s happened with this. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at searscares@searshc.com. In the email, please provide a contact phone number and the phone number the bed set was originally purchased under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Stephanie Lloyd) used to post here for reference to this issue, and we do look forward to talking to you soon.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

Stephanie A. Lloyd August 31, 2009 at 1:12 pm: Hi Brian,

Thank you for taking the time to read this and contact me. I will send you an email to the address you provided with the address you requested.

Looking forward to speaking with you.

Stephanie

Sears Cares Brian J. September 3, 2009 at 2:53 pm

Miss Lloyd,

I have been checking for an email from you and have as yet not received one. I wanted to be sure you have the correct email address searscares@searshc.com. We really do want to get to the bottom of this as this is a serious concern with us. We just need to talk with you so we can take steps to rectify the situation as well as possibly making some type of concession for the inconveniences you’ve had up to this point. All we really need is a phone number in an email from you and my team can reach out and talk with you directly. Please email us so we can help.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

Stephanie A. Lloyd September 3, 2009 at 3:17 pm: Hi Brian,

I sent three emails on Monday in response to the emails and blog comments I had from your team and have confirmed that I sent them to the correct address.

I just forwarded them to searscares@searshc.com.

Looking forward to hearing from you.

Stephanie

Sears Cares Brian J. September 3, 2009 at 4:44 pm

Miss Lloyd,

I can’t understand why we’re not getting the emails. That is the email address that we work out of every day. So as not to have personal information public, can you send us (Sears Cares) a direct message through Twitter with either your phone number or your email address and we’ll contact you as soon as we get it. We’ll be looking for it.
Or, if you’re ok with it, post here with your email address and we’ll move forward.

Thank you,

Brian J.
Senior Case Manager
Sears Cares

Stephanie A. Lloyd September 3, 2009 at 4:57 pm

Hi Brian,

My email address is stephanie (at) radiantveracity (dot) com. Please feel free to email me and I will reply with my phone number.

Thank you,

Stephanie

tlcolson September 3, 2009 at 5:09 pm

And this may be a symptom of why the customer service fails. IT apparently isn’t routing their email today.

~sigh~

Sears Cares Brian J. September 3, 2009 at 5:15 pm

Thank you Miss Lloyd,

I have assigned one of my best, Amanda to email you. She will be your dedicated case manager throughout and you will receive an email from her very shortly.

Thanks,
Brian