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CapitalOne 360: how to lose a 14 year long customer

In summary... [1] Instruct you customers to contact you through email, then never respond to their questions [2] Train your phone representatives to only assist with well defined transactions per their script and ignore all other customer questions, comments and remarks. [3] Advertise your corporate sponsorships - and make sure your customers can't reap any benefits of those. Well, that's how CapitalOne convinced me to cancel out my 14 year old accounts. Contrast this with: Marriott got it just right and delivered nicely on the same challenge ! Click here to read more »

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