Management Speaks

Bear with me. Just take a few moments to read the piece below that popped up in my inbox this week.

“Dear Mr M Sherrington,

All of us at South African Airways (SAA) Voyager know that in this highly competitive travel industry, customer service alone no longer guarantees customer satisfaction. Modern advanced practices, such as customer experience and relationship management, have been adopted by many airlines across the world. These practices – which only a few years ago were largely considered mere concepts – have today become a requirement for customer retention programmes, and require superior technological systems and business processes as enablers.

Long-term relationships are of paramount importance to us, and we have acknowledged that by investing in a tool that will enable us to greatly enhance your experience in dealing with us, at all contact points, and not only the call centres. Enhancements such as these allow us to be effective and align ourselves with the best in classs.

Over the last few years the complaints, suggestions and survey feedback we have received from you – our valued members – have indicated that in order for us to exceed your expectations, information technology upgrade had become necessary. We have listened, and we are proud to announce that on 7 October 2012, SAA Voyager will be moving all business processes to a new, modern-technology customer relationship management (CRM) system.

When sourcing the new system the following specific objectives were top of mind: service speed, flexibility, accessibility, efficiency, increased value propositions and enhanced customer experience. We are, therefore, excited about the improvements that the new system brings about as indicated below:”

So let’s pick out the salient points.

The travel industry is highly competitive and great service does not guarantee customer satisfaction. Well. I beg to differ – I think it does. I think most of us to look to a service business to deliver great service, that’s why they are called Service Businesses.

The competition seem to be using some new fangled stuff called customer experience and relationship management – well the sneaky bastards! That’s just not fair but I suppose if you can’t beat them….

We are going to use a tool (where from, B&Q?) to deliver service at every contact point – see point above about Service Businesses etc.

Over the last few years we have had complaints so we’ve decided to upgrade our IT. Years you say? – no flies on you then.

You are a valued customer and so we are going to deal with you using a CRM system  – how interesting, is that what the cabin crew use as well, a CRM system, or do they just do their job professionally with a nice attitude?

When sourcing the new system – they didn’t commission it, design & build it or even just buy it, they sourced it. Did they maybe outsource it? Who to or who from I wonder?

We not only decided it had to be faster, more flexible and easier to use – as opposed to some new IT system that is slower, more rigid and harder to use, do you know people in the NHS? – it also had to deliver increased value propositions and enhanced customer experience. I’m a career marketer and I’m still not exactly sure what is meant by a value proposition. I’ve seen the expression used in various marketing briefs but I’m pretty sure this is the first time I’ve seen it in consumer copy. And yes thank you for enhancing my customer experience, but would you like to be a little more precise?

The author – well it’s his/her name at the bottom – is one Manoj Papa, Head of Department, Voyager (the SAA Loyalty Scheme). Manoj my friend a) come up with a better title and b) in future try to resist using an internal management document as consumer copy. Think about maybe briefing a copywriter. I know you have a largely business audience but that doesn’t mean they want to read an excerpt from what I can only presume was your Board Proposal to justify all this money you’ve spent on the new IT.

I’m no copywriter (the prefix ‘copy’ might be redundant here) but here’s my 2 minute attempt to say what you need to say if you intend to clog up my inbox.

Hello Mark,

Allow me just to take a minute to tell you that dealing with SAA Voyager has just got a whole lot better. We know we were not up to scratch before, and if you had problems I apologize, but please try the new system, it’s much easier and faster. Once you’ve tried it, I’d welcome any comments you have, good or bad, about this or any aspect of our service. So just click here and try it out. My email address is at the bottom.

Best wishes,

 Manoj Papa, Voyager Director (the buck stops here)

There you go Manoj, how hard was that? PS Make sure your copywriter uses spell check – para 2, “best in classs????”

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