Loyalty & Relationship Marketing Director has a lot to learn about loyalty and relationships (Part Three)

After honoring my request to be taken off Kimpton's email list, Maggie Lang said my snarky email "made me smile this morning. Note to self: Must make effort not to sound like #5. Have a great day. I shall resist inserting a smiley face here."

At which point my knees buckled: "OK, Lang. Now I'm starting to love YOU."

And in her reply to that, she referred to herself as "Bogus Title Lang."

When it comes to loyalty and relationships, a sense of humor and a willingness to mix it up are a great start—and they're clearly Maggie Lang's long suit.

But wake up, Maggie: Accuracy also matters, as does understanding your whole audience, and restraining your corporate "voice."

Because curmudgeons are customers too.

Love,

Me

Comments

[Bee]

This is all terribly horribly funny and just what I needed to read post night of horror sorting out an ID Theft issue. Also, I used to travel for work and spent five years living in Hilton Properties and five years receiving their lovely correspondence (I was a Diamond Member after all...) The Corporate Voice is an especially grating voice indeed.

[Jeff Herrington]

New television series: David Murray, Jeff Herrington, Don Ranly and Ann Wylie sit with their backs to public relations professionals on a stage, who read their press releases and customer correspondence to us, sight unseen.

When we hear someone whose work we like, we swing our chairs around and hit a buzzer, bringing them onto our team for mentoring.

Name of the show: The Corporate Voice.

[David Murray]

And when we hear some grating twaddle?

[Sue Horner]

Hahaha! I LOVE the idea of The Corporate Voice! But wouldn't it be the people whose work makes you gag who need the mentoring?

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