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Interview of Kenny Martineau, the million-viewer unsatisfied customer

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A retenir

"I am like all the other customers who are in difficulty except that I won’t let them walk over me!"
Kenny

If you don’t know who Kenny Martineau is, may we kindly suggest you read this article first.

IntoTheMinds: Kenny, what does “customer satisfaction” mean to you?

Kenny Martineau: As far as the Crédit Mutuel is concerned I can’t really understand what it means to them. A bank is supposed to assist customers in their projects and help you overcome difficult times. Quite the opposite happened with my bank.

ITM: As a consumer, what do you feel when you get all these reminders?

KM: You feel harassed, excluded. They feel uncomfortable, under pressure and you know that this pressure won’t help solve the problem. I was in overdraft and I knew it. With a blocked bank card, their follow-up calls, and all their letters, they probably imagined I was living hidden in a bunker with food for six months … too bad … I was still alive, was spending money and was paying my bills for example.

ITM: Why shoot a video rather than complain directly to the bank ?

KM: I complained to my assigned client advisor. It is she who tried to blow me with some old files: “in August 2010 you had an overdraft of € xx that you have not filled before September 10, 2010. In February 2011 you have exceeded your overdraft authorization for xx days … “. I was asking for some understanding because this overdraft was not my fault but that of a client who did not pay me a big bill on time. The bank’s employee chose for the condescending tone. I resisted and replied with what I can do best.

ITM: The key question, however, to know what this video has changed. How has the Crédit Mutuel reacted? Has the customer ” Kenny Martineau ” got satisfaction?

KM: After having ignored me during 3 weeks the bank finally proposed me an appointment with the director of my agency. There was no apology nor compensation, just a friendly dialogue to seek a solution to stop the crisis.

ITM: How will the relationship with Crédit Mutuel look like in the future?

KM: Now they know that I am like all the other customers who are in difficulty except that I won’t let them walk over me!

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Author: Pierre-Nicolas Schwab

Dr. Pierre-Nicolas Schwab is the founder of IntoTheMinds. He specializes in e-commerce, retail and logistics. He is also a research fellow in the marketing department of the Free University of Brussels and acts as a coach for several startups and public organizations. He holds a PhD in Marketing, a MBA in Finance, and a MSc in Chemistry. He can be contacted by email, Linkedin or by phone (+32 486 42 79 42)

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