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A spokesperson for the company explained that customer service personally contacted Ceci to follow up and clarify her case regarding the collection messages she was receiving from the bank.
The invitation to participate in the TV Azteca program arose thanks to the community managers of Banco Azteca and Venga la Alegría, who saw the talent of the young woman in the tweet of the complaint.
The post on Twitter went viral because of how creative and talented it is.
The contact of consumers with brands continues to leave good interactions. Recently, a complaint by a user against Banco Azteca, which went viral for being very peculiar and creative, and which led her to appear on open television in the program Venga la Alegría.
The complaint reviewed by Merca 2.0 on January 24 escalated to another happy scenario, thanks to the ingenious and effective customer service solution of the brand belonging to Grupo Salinas.
The story began when a netizen identified as Ceci Juno, posted on the social network Twitter, denouncing the “harassment” messages she received from the collection department of Banco Azteca, to collect a debt from her, when she was not a client of the institution and much less knew the person they were looking for.
With his user @cecijunomusic, on the digital platform, The young woman who is a singer-songwriter and originally from Guayaquil, Ecuador, took advantage of her publication and created a song where she exhibited the persecution she received from the bank. “That this is my last chance to pay 179 pesos on time, Banco Azteca, how am I making you understand? I don’t know who Karen is, nor do I know what she looks like… ”says part of the verse of the song created by the tweeter.
After making the publication, the newsroom of this medium requested a brand position from Banco Azteca, who responded quickly and detailed that the complaint made by the Internet user on networks was solved by the institution’s customer service, realizing that it was not the person they were looking for.
A company spokesperson explained that this department personally contacted Ceci, to follow up and clarify your case of the collection messages you were receiving from the bank.
But also after solving the problem, they also complied with the invitation that the community managers of Banco Azteca and Venga la Alegría had made to her after seeing the talent that the young woman has in her tweet.
This Wednesday the young artist attended the program presented in aztec tva place where you could learn more about its history and presented its talent.
“This started because I am currently doing a creativity challenge with myself, I am a singer-songwriter and I want to keep writing and my challenge that day was to write something about the last SMS I had received. I have lived in CDMX for three months and the truth is that the largest number of calls and messages I have received have been from Banco Azteca, looking for a Karen who owes money, that’s why I composed that song, “explains Ceci in her presentation on the program .
We had a very special guest at the Venga La Alegría forum, relive the moment and meet the talented @cecijunomusic and his story with @Azteca Bank. pic.twitter.com/FoQPcflGRY
– Come Joy (@VengaLaAlegria) January 26, 2022
He pointed out that the attention the song received and its publication that went viral were not expected. “They told me about Banco Azteca, they have contacted me by all possible means and they have solved the problem,” he added.
For his part, the brand spokesman explained to Merca 2.0, that this case arose organically, because they saw the talent and creativity of the singer, even though he was denouncing the company in his post. This action demonstrates once again the importance of good customer service in brands; let’s remember that a satisfied user is a loyal customer, and a loyal customer becomes a spokesperson for your brand or business.
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