Good morning, Marketers, poor customer service didn’t ruin my Thanksgiving, but it didn’t help.

Years ago, I bought a family phone plan with some relatives. I’ve been off of it for over a year, but because I was the one who set it up, my “high security” pin was required to allow my relatives to bring their old phone number over to a new carrier. By the time they decided to do so, which happened to be Thanksgiving Day, I had long forgotten the code.

So, a relative (the host, actually) decided that, because I was physically present and Thanksgiving was the final day of the billing period, they would call customer service — on speaker phone, in the middle of the living room. Saving you the awkward family drama details, let’s just say 40 minutes and three customer service representatives later and the issue was never resolved.

The lesson here for marketers: These kinds of negative experiences are avoidable and usher your customers towards your competitors. Overlooking the after-purchase experience feels personal for customers and undermines your other marketing efforts. And the lesson for my relatives? Maybe customer service calls are best done without your whole family listening.

George Nguyen,

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  • Google issued credits for Shopping ads bug. Right before the holiday weekend, Google began issuing credits due to a bug that caused CPCs to spike about two and a half weeks ago. The credit only applies to affected advertisers (ones that used Shopping ads with Smart Bidding during the bug).
  • #ByebyeJack. Twitter co-founder Jack Dorsey has tweeted his resignation as CEO. He has also named the company’s CTO, Parag Agrawal, as his replacement.
  • Just for fun. For (almost assuredly NOT) the last time, being an SEO doesn’t mean you work for Google. And, that Page Experience update sure did have teeth, didn’t it?

From MarTech

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