The KellyAnne Conway School of Customer Service
[Editor’s note: Update — Today, White House officials told CNNMoney that Kellyanne Conway has been sidelined from TV appearances because her comments last week about former National Security Adviser Michael Flynn contradicted those of the White House. On Fox News, she denied being sidelined.]
It’s just a few weeks into a new year and unless you’ve been living in a cave, you’ve been exposed to interviews with White House Counselor KellyAnne Conway. She has masterfully demonstrated how to dodge questions, provide "alternate facts" and generally frustrate the media in their efforts to get to the truth.
In a recent interaction with Samsung, I’m convinced that the customer service agent received training from KellyAnne, as I’ve never experienced such a roundabout set of back-and-forth email communications from any major brand — ever!
Let me start with a little background: I don’t know about you, but I am not happy when it comes time to replace my mobile phone. Just as I get all my settings to work the way I want, and can flick screens, open apps and manipulate my device with minimal effort, the device inevitably starts to fail. First, it started shutting itself down when my power level fell below 50 percent, then it would freeze at the most inopportune moments, and finally, when it refused to hold any charge at all, I cried “Uncle!”
Okay, all you iPhone owners can start snickering now … because I own a Samsung Galaxy (and no, not the kind that self-ignites), and have done so since my Blackberry became a dangerously obsolete option (I still miss that qwerty keyboard!)
I braced myself for that ugly visit to the AT&T store. The one where no one seems to know how to import my contacts, or set up my email; true in keeping with my past experience, I was in the store for a full two hours and left with my old phone, a new phone and a promise to return in 24-hours after I had figured out how to set up my Exchange Server email myself. But that’s a story for another day.
A blog that challenges B-to-B marketers to learn, share, question, and focus on getting it right—the first time. Carolyn Goodman is President/Creative Director of Goodman Marketing Partners. An award-winning creative director, writer and in-demand speaker, Carolyn has spent her 30-year career helping both B-to-B and B-to-C clients cut through business challenges in order to deliver strategically sound, creatively brilliant marketing solutions that deliver on program objectives. To keep her mind sharp, Carolyn can be found most evenings in the boxing ring, practicing various combinations. You can find her at the Goodman Marketing website, on LinkedIn, or on Twitter @CarolynGoodman.