Thursday, November 17, 2011

SIRIUS-XM BAD EMAIL!!!

If you follow my blog you know I am not ever a person who goes on rants, but this email I just got made me so mad I had to write about it.  Today I get a "Marketing" email from SIRIUS-XM with the subject line being "An Important Message from the CEO of Sirius-XM".  Now normally when you see something like this it is business news that is pretty substantial to the company, so I am interested.  

When it opens here is what I see:

My issue is that if you just glance at this email like I did the first time I looked at it, you would take from it that your rates are going up, to bad so sad.  But, if you read it carefully you will see that you do not have get a rate hike if you just tell them you want to stick with the service you have now.  

I am not sure if this was done intentionally or what!  But, I will tell you when I first looked at the email I was so mad that my bill was going up I started to write them a letter blasting them about raising my rate when they cannot even offer me my discount for multiple systems on both SIRIUS & XM because they are on 2 billing systems.

I wanted to show this to all my readers so you can see how your customers can view your email marketing programs.  If I would have gone on just my first reaction and not looked at the email again, I would have cancelled my service with SIRIUS-XM and told everyone I know to do the same.  So remember everyone, before you send out an email like this make sure to have an outsider take a look and get their instant reaction.  If the first reaction is anger, rewrite!

Wednesday, November 9, 2011

Operational Efficiency vs. Operational Quality


Many organizations have historically wanted to lean heavily toward Operational Efficiency to keep costs for supporting their customers to a minimum.  But, with the current economic climate and increased market competition, many businesses have begun to realize they must shift their focus over to Operational Quality to maintain and grow their customer base.

To make this type of change requires a complete shift in culture and business process in your call centers, which can be a long process to do without the assistance of a partner like The Connection.  By partnering with our team it will allow you access to an entirely new pool of agents who do not have a preconceived notion of how things have always been done.  It allows you the opportunity to start fresh and mold an entirely new group of support specialists for your customers that can be focused on Operational Quality!

So if you team is looking to make the change, please let me know so we can set-up a time to have you out to one of our centers and come up with a game plan to get your organization and The Connection working together to build an amazing support solution for your customers!

To Your Success & Prosperity,


Michael C. McMillan | Director of Sales
The Connection® Contact Center Services
11351 Rupp Drive, Burnsville, MN 55337
Direct Line: (952) 948-5476
Cell: (773) 301-2202
Fax: (952) 948-5498