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>> This isn't special... Yet. Respectfully disagree. CEOs of multi-billion dollar publicly traded companies do not routinely reach out to disgruntled customer
by doktrin 14y ago
>> This isn't special... Yet.
Respectfully disagree. CEOs of multi-billion dollar publicly traded companies do not routinely reach out to disgruntled customers, no matter how public the PR disasters. Twitter has been very effectively leveraged in the past with various underperforming companies, however IIRC all of those cases were delegated to customer service / marketing personnel.
While you are correct that this intervention bore many of the hallmarks of a PR effort, the scope is unusual. While I am happy to be proven wrong, I would certainly be very surprised if anyone could dig up multiple examples of similar behavior on the part of a President/CEO or even any C-suite executive in a company of this size.
TL;DR: Personally looking after an account and handing out a cell phone number is not business as usual. There may be an element of PR, but it is quite proactive by most standards of measure.
- antidoh 14y agoThis will prove to have been special only if it eventually proves to be normal, i.e. PayPal loses their reputation for opaque holds. CEOs, like anyone, can lose interest in anything, due to lack of commitment or competing priorities. And no CEO lasts forever; the next CEO might not care as much as PayPal in the large currently doesn't care. And an incoming CEO is not superman, it takes cooperation from below. Good luck, hope it works out for them.