Customer Experience Maven, Events & Community Enthusiast, and Believer in the Best in People.
I had to do an exceptionally adult thing recently and rollover my 401k to my new employer. I had some trouble online, so I called Empower, and a woman answered on the second ring. A real live woman person! Couldn't believe it. She was so incredibly helpful and friendly! A few weeks later, I had another weird question, and I called back. I GOT THE SAME WOMAN and SHE REMEMBERED ME. The same human being on the same line after 2 rings. What is this witchcraft?? There's so many explanations for this: Maybe they have a small staff. They don't get many phone calls. Maybe that woman is running ragged trying to answer every customer on her own. Whatever it may be, it's astonishing and sad that I am so excited to tell the story of the one time I called a company and got great service from a human being whose heart was pumping oxygen into their real-life brain that wasn't AI-generated. There are hundreds of thousands of people in this world looking for work - desperate for it, really - who could be that woman for your company. The ambassador of humanity who happily shows up to answer questions and help people. When you choose profits over people, you make the choice to keep those people out of work, to keep them desperate, and keep adding friction for your customers. We've got to do better for people.
Chris Gillen
1mo
Isn't it sad Sarah Hatter that we gush over what should be table stakes from #brands? Front line workers are the face of the #brand...when you actually invest in that idea, you change the very nature of service. Thanks for sharing your story
Stacy Justino
1mo
This is a great reminder that I've been meaning to rollover my 401Ks....and am going to prioritize getting it done by end of week!
Mercer Smith
1mo
Empower legitimately has THE BEST customer experience team.
Jennifer Norz
1mo
I've had the same experience with Empower. Every person I've talked to has been accommodating and thoughtful in their conversations. It's refreshing for sure!
Travis Low
1mo
Wow, that's rare. Love it.
Desiree Gregory
1mo
Hooray for heartbeats! 🎉
Rose East
1mo
It is sad that it's rare. You've got all these companies fighting over profit and it's the rare few that really seek quality anymore.
Head of Member Support at Trust & Will | Builder | Early-Stage | B2C Marketplaces
1moThat's amazing! Very different than my experience processing a rollover *out of* Empower last year. Had notably difficult support from the new provider even though they're a lot smaller than Empower (lots of macros that didn't make sense and several internal handoffs). This stuff really matters!