Being a resident of Mumbai in India, the last 3 days since the blasts and terror attack have been traumatic for the citizens in Mumbai.
Such a crisis also brings to light brands and companies that really care for you. This is the time that you realize many companies pay lip service to customer relationships and customer centricity. There's not one company that reached out to me during this time of crisis. Neither did my bank, insurance company, financial planner, mobile company, internet service provider, mutual fund, utility company, credit card service provider, airlines( which am a frequent flier!) bothered to get in touch with me.
Funny, this is the time when a call or a message or an email could have made a big difference to my relationship with them. Some of these relationships are over a decade or more old! I also know am quite a valuable customer for them. Whenever they wanted to up-sell or cross-sell products, I could see them desperately get in touch. But that was the time, I didn't want to talk to them!
Having said this, I did receive a couple of thoughtful messages from only one company RCI during the last few days. I was indeed surprised, moved and felt good.
When will companies learn to get more real and less plastic in their relationships with customers?