Where Dell Succeeds, Citibank Fails


Citibank Email

As people who have read my blog, I have a bone to pick with Citibank regarding their email marketing tactics and, in my opinion, poor customer service (see here and here). I still don’t understand how they are voted one of the best. 

Mack Collier at The Viral Garden wrote about Dell’s turnaround in the social medium. If only Citibank could follow suit.

Simple ways to provide better service and participate: 

  1. Monitor and respond to any posts about Citibank

  2. Respond to snail mail letters with a letter, email or phone call

  3. Provide an unsubscribe service for those who have cancelled accounts (FYI – I was required to change my profile settings to stop the emails which I can’t do since I cancelled my email account, hence the problem) 

  4. Allow your customer service representatives to automatically cancel email notices instead of quoting a 30 day period for stopping correspondence. Obviously, this didn’t work either. Didn’t you know that email is NOT snail mail? An ability to go into a database and delete my email shouldn’t be so complicated.So I’m officially starting my Citibank Watch. How many days before I 1) hear back from Citibank and/or 2) get them to stop sending me useless email messages I can’t unsubscribe from.

Here are the dates:-          # of days since my first letter to Citibank: 90 Days

# of days since writing to William R. Rhodes, CEO of Citibank: 29 Days

I’ll try to do an automatic clock. If you know of a simple code that I can add, please send me an email.  

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2 responses to “Where Dell Succeeds, Citibank Fails

  1. Hi–Re poor customer service from Citibank, a post from my blog, The Assertive Cancer Patient:

    Those Lovely Folks at Citibank: The Left Hand Don’t Know What the Right Hand Is Doing …

    http://www.assertivepatient.com/2009/06/those-lovely-folks-at-citibank-the-left-hand-dont-know-what-the-right-hand-is-doing-.html

    Any help you could give me, in particular, e-mail addresses for hi-ups at Citibank, would be appreciated.

    Cheers,

    Jeanne

  2. Couldn’t agree more. This downturn has forced those banks who want customers to prove it – Citibank does the opposite.