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A worthless message
By Charles Martin | May 16, 2008
I received this email today from Vikram Pandit, new CEO of CITI. I’m sure millions of us CITI card holders did.
What a worthless message. To think that his team, their team, and someone else’s team spent probably a corporate month (longer than a lunar month) to make this message.
What does it mean? What specific issues does it address? Do I, as a card holder, have any issues that Vikram Pandit would care about?
This is as about as corporate and banal as they come. I thought guys like this were dead and living in oil paintings on the boardroom wall. I get the sense that because all financial institutions in America are feeling some pain, this message was meant to convey a feeling of security. A “hey… we are the wheel and we won’t hit the iceberg – promise!” message.
Joe America could give a rat’s you know what. Don’t send me a message that shows your bad suit collection and how tired your office is (is that the best they can do with my interest payments?). Send me a message that says specifically, “Our credit card base could not any stronger and we intend to serve you, regardless the financial climate, for years to come”.
If it’s got to be a touchstone piece, at least make it sound like you know the products I use of yours (and pay $$ in interest for). How easy it is to send three different messages out to Checking, Credit Cards, and Investment customers and probably as easy to mention to the ones like me with about seven CITI cards (including Sears, Home Depot, Office Depot and so on…) that “due to your multiple use of our credit products, your business means a great deal to us – now and in the future.
The message also sends worry my way. Why must he work tirelessly around the clock to manage my business and earn my trust? Is he up at 3 AM wondering if I made the minimum payment?
GRADE :: F
Dear Valued Customer ,
I want you to be among the first to know about the bold steps we are taking at Citi to be the premier, global, fully integrated financial services firm.
Our objective is to create for our customers an experience in which services are seamless, payments and transfers effortless, and distances meaningless. My commitment – and the commitment of everyone at Citi- is to work tirelessly around the world and around the clock to deliver outstanding value and service as we continue to earn your trust and that of every customer we serve.
We are proud of our enduring strength as a global financial institution, striving to successfully meet the needs of clients like you in more than 100 countries. As always, we look forward to continuing to serve you – wherever you are and wherever you need to be.
Sincerely,
Vikram Pandit
CEO, Citi
Topics: Big biz, Odd file | No Comments »