Yesterday, I got a visit from my customer consultant from SwissLife because I had to sign the change request I had made (see also my article “Customer service by email is like a black hole”). Why do they bother me with such bureaucracy? Just make the change!

Anyway, I had that short meeting with my customer consultant. It was a waste of time. Sure, the consultant got my signature. But else he didn’t anything to get more from this direct customer contact. No introduction (it was his first [and probably last *g*] visit), no questions whether I am happy with the product, nothing. He didn’t use the chance to learn something from me, his customer.