"I am like all the other customers who are in difficulty except that I won’t let them walk over me!"
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!Tags: customer loyalty, customer satisfaction, marketing agency belgium