Yesterday I shared the shot I fired over the bow of Maggie Lang, Senior Director of Loyalty & Relationship Marketing at Kimpton Hotels & Restaurants.
And she replied:
Thanks for the opportunity to respond. I completely agree with you; I
should know the number of duplicitous campaigns and if I chose to wait a
few days I could have gotten a closer count. However, I thought it more
important to apologize quickly while any potential frustration might
still be fresh.
I can imagine that it’s frustrating receiving emails from us if you
don’t recall subscribing. We only email subscribers who have opted in
for our emails. Would you like to unsubscribe?
Finally, at the risk of multiple semi-colon violations … I hear you; our
voice is a little different than that of most companies and it may not
be for everyone. As for the love? Well, we do love our members and we
hope they love us back. We try to earn their business every day and if
an exclamation mark in an email helps underscore that sentiment from
time to time, we’re willing to take that risk.
All my best,
Maggie, thanks for responding.
All is forgiven—except the exclamation points, which are the cheapest way imaginable to demonstrate “love”—and your cheapening of “love.” Do we have to add to the dictionary definition, “5. The way a retail corporation feels about every random Tom, Dick and Harry who has ever stumbled into one of its retail operations and handed it money and been dragooned into joining its ‘loyalty program.’ ”
Thanks again for the conversation. But please do unsubscribe me.
Readers: Was I too hard on Maggie in my first post? Too easy on her in my second? On my bad trip through the "duplicitous" corporate communication industrial park, help me find the path to rationality. (And tomorrow I'll tell you how Lang and I ended the conversation.) —DM