Customer Service – The Good, The bad, The Ugly Part 2: Get a Clue

1378435745_mailToday is the official start of the NFL football season and to celebrate it I’ve received two emails and counting from ESPN.  One was a reminder that “NFL is back and ESPN has you covered” and the other was a reminder to download the fantasy football app.  Last week I got the same reminder emails about college football and their corresponding ESPN College Football App.  Seems like harmless notifications right?  When I already own both apps and have likewise signed into both with the same credentials that included the very email address these emails were blasted to I find these emails decidedly repetitive and annoying.  This post could be considered a bit of an overreaction but my frustrations go way beyond these emails; they just serve to illustrate a point.  The point is, those emails were dumb.  Ok so now I sound juvenile right?  Couldn’t I have used a more eloquent word than dumb.  Nope.  There are at least two factors that qualify something as simply dumb.  The first is could it have been avoided?  The second…see factor #1.  In the case of the ESPN example a simple algorithm in ESPN’s databases could very easily have filtered out anybody who has downloaded those apps by corresponding registered emails.  The emails were simply pointless to me an already engaged app user.  Is there anything wrong with a reminder email, no but folks these were not reminders emails, they were blatant pitches to download their apps.  A separate reminder email encouraging me to engage with the app would have been just fine and frankly expected if I had opted in to subscribe to their alerts and correspondence.  Junk mail.  Purely avoidable.  Dumb.  ESPN has the means to know that I already own their apps and use them. Read More

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