Magazine article CRM Magazine

It's Time to Get Your Vision Checked

Magazine article CRM Magazine

It's Time to Get Your Vision Checked

Article excerpt

For the past three or four months, one unscrupulous email marketer has been flooding my personal inbox with spam--the same email message delivered 10 to 20 times a day, every day. The subject line always reads "Just for You!"

But this email is in no way just for me. I'm sure it gets zapped to tens of thousands of other irate consumers every hour or so. Nor do the products and services advertised apply to me at all. I live in a co-op, so I can't just go installing solar panels at will. Obesity is not an issue for me, so I don't need the latest miracle fat-burner made from the bark of some rare tree in Sumatra. And living in the Big Apple, I don't really need a military-grade flashlight designed to blind a grizzly bear.

To make matters worse, the sender uses a spoofed email address (a hacked account to mask his real identity) and serves up an opt-out/unsubscribe link that goes nowhere. I've tried reaching out to some of the quasi-legitimate companies whose products are promoted, but so far most of them have been unresponsive, disinterested in putting a stop to the illegal practices that one of their marketing partners has undertaken. They are, no doubt, under the misguided perception that I, as a consumer, am not being terribly inconvenienced. If I don't want the email, I can just delete it, right?

That might be fine if I wasn't getting the emails so often, or if this form of email marketing didn't violate at least a dozen laws and industry best practices. Now it's just harassment, and I'm ready to call a lawyer.

Given my situation, it becomes clear that companies and consumers don't always see eye to eye. That's certainly nothing new; I'm not making any earth-shattering revelation here. What might surprise you, though, is just how far apart companies and their customers really are when it comes to their ideal interactions. This month's cover story, "7 Myths of Customer Experience (and Why They're Wrong)" (page 28), by Associate Editor Oren Smilansky, exposes some of the biggest gaps between what customers want and what companies think they want. …

Search by... Author
Show... All Results Primary Sources Peer-reviewed

Oops!

An unknown error has occurred. Please click the button below to reload the page. If the problem persists, please try again in a little while.