jessica obermayer http://jessica1.posterous.com the good, the bad, and the ugly of customer engagement posterous.com Fri, 14 Jan 2011 13:29:20 -0800 Phishing by Telephone or Bad Credit Card Company Approach? http://jessica1.posterous.com/39873523 http://jessica1.posterous.com/39873523

Wouldn't you think a credit card company would be sensitive to data security issues when on the telephone with a customer?  I once thought so.  Just received a call from an 800# that my smartphone didn't recognize and upon my answering, was told by the woman caller that she's from Capital One.  

She states that she wishes to speak with me about my credit card ending in "1234" (really, the 4 digits ending for my card).  So far, so good.  Next she states that she has to validate my identity and asks for my date of birth.

Dscf1361_2

I'd been wondering where the call really originated...based on the caller's accent, so when she asks for my date of birth I politely object. I wonder if I'm being phished.....  I decide to explain and advise her that I would provide her with only what's easily available about my identity, since she is the one who called me.  Right?  I also politely note for her that the number from which she has called me is not Capital One's regular customer service line and that this makes me even more uncomfortable.  

She becomes a bit offended with me, says I can call the number back and that would prove it's Capital One, to which I respond that dialing back and hearing somebody state "Capital One" would prove nothing.  Further, I explain, why do I need to provide any information for Capital One since it's Capital One who called me and who undoubtedly knows a great deal about me.  She thereupon said she would end the call and hung up.  

I've heard nothing since, but I still wonder:  Could this be a new variation on a phishing-type scam?  While I don't get many spam emails asking for my banking or credit account information, I've been spammed to death by email claiming to be from the IRS or USPS or UPS (all of which I've shared with appropriate authorities).  I don't really think it's a scam...but why chance it?

My takeaway?  If this was really Capital One, they need to revise their approach.  This one doesn't work.  Why should anybody answer the phone to some unknown caller who happens to have the last 4 digits of any piece of plastic (which probably isn't hard to find) and then provide more private information? 

What do you think?  

Permalink | Leave a comment  »

]]>
http://files.posterous.com/user_profile_pics/1312137/jlo_80by80.jpg http://posterous.com/users/36oO1jKaZHSF Jessica Obermayer i_Jessica Jessica Obermayer
Tue, 11 Jan 2011 15:56:00 -0800 So You Buy a Tech Company....Watch out for the Swamp http://jessica1.posterous.com/so-you-buy-a-tech-company-whats-up-with-the-s http://jessica1.posterous.com/so-you-buy-a-tech-company-whats-up-with-the-s

Sc_middletonplantation_cypress

So you buy a software tech company who just happens to have an existing customer base.  They use the software to transact business each and every day – it’s important to their revenue generation. 

Great, right?  Existing customers!  So, what do you do next?

  1. Make a formal announcement, sending it out to the industry’s media and posting it to your website.
  2. Write to each of your existing customers and let them know how the acquisition fits into your future plans for your company and how you will take care of them and the technology…maybe share a bit of your vision for new enhancements.
  3.  Let your newly acquired customers know that you’re serious about maintaining the purchased technology and give them contact names and numbers for information and/or support.
  4. All the above.

Well, I’ll bet you agreed with all these, right?  How about this one?

  •  Go dark and don’t communicate with anybody.  Let the previous parent company’s announcement suffice.   Why worry about the customers or their concerns, you’re busy, right?   [And head directly into the swamp....]

No way, you say?  I’d agree, if I hadn’t just seen it myself.   No, I can’t tell you who this is, but any of you who know me well can probably guess.  J  And I’m sure they’ll find themselves getting mired in this swamp if they don’t reach out soon.

 

 

 

Permalink | Leave a comment  »

]]>
http://files.posterous.com/user_profile_pics/1312137/jlo_80by80.jpg http://posterous.com/users/36oO1jKaZHSF Jessica Obermayer i_Jessica Jessica Obermayer