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How, why and when to email the CEO!

I DO NOT SUPPLY EMAIL ADDRESSES FOR CEO’S. PLEASE READ THE POST FOR DETAILS ON WHERE TO FIND THEM!

A guest post from Marcus Williamson, Editor of ceoemail.com Want to contact a CEO? This site is not affiliated with ceoemail.com in anyway. Requests for CEO contact details will not be provided on this The Complaining Cow website. Go to ceoemail.com you’ll find contact details there! If CEOemail.com does not have the address or it is out of date please email the site. Marcus will find the correct one for you. I cannot do this.

Why and when should I email the CEO?

So, you’ve got a problem with a company’s product or service. You have tried emailing and calling customer services and got nowhere so far. Is it time to email the CEO and why would you want to do so?

The time to involve the CEO will vary on a case-by-case basis. In my experience, if you have not received a reply from an initial customer service enquiry within 7 days, then it is time to escalate. If you have called customer service and they have promised a call-back but not honoured the promise, then again it is time to escalate. Likewise, if customer service have responded but have not resolved the issue to your satisfaction, then it’s time to go to the top.

Who is the CEO?

The CEO is the Chief Executive Officer of the organisation. The CEO is ultimately responsible for the day-to-day running of the organisation and the people who comprise it. The CEO can make a difference to your consumer issue by making decisions that others, in customer services, often cannot make because they are not empowered to do so. The CEO also knows the best person to whom issues should be delegated, if necessary.

Alternatives to Customer Services

The key is to establish who is the most senior person within the organisation who has executive power to resolve your consumer issue: The power to execute actions and to ensure that they are correctly performed. These are the people who can make a difference to your consumer issue. A direct approach to the CEO, when necessary, can bypass “customer service” and the unwieldy procedures and processes that prevent your issue from being dealt with effectively. It is worth remembering that the top person in an organisation may have a title other than Chief Executive Officer, depending on the type of organisation and its geographical location. You might also find other titles being used:

Organisation Title
Company Chief Executive Officer (CEO)
Company Managing Director or General Manager
Company Executive Chairman
Newspaper Editor
TV/Radio station Controller
University Vice Chancellor or Principal
School Headteacher or Principal
Hospital Trust Chief Executive
Union General Secretary
Prison Governor
Hotel General Manager
Museum or Gallery Director or Curator

About the Author

Marcus Williamson is the editor of ceoemail.com, a consumer information website which can help you resolve issues by taking them to the top of the organisation.

Comment from the Complaining Cow

How does it work? The site lists the email contact details for the CEOs of most companies. Marvellous. Blooming marvellous. If the company isn’t listed, email him ceoemail.editor@connectotel.com and he will do his best to find it! I am honoured to call Marcus a friend. I have only met him the once but you’ll see he’s thanked in my books because of all his support when I came to the final stages and continues to assist me! Rather too many of those CEOs email addresses are there thanks to me requesting them over the last 10 years! The site is, quite simply, brilliant. Use it and contact a CEO who hasn’t ensured a good enough customer service team.

Make sure you follow all the Top 20 tips for complaining effectivley before you contact the CEO!

CEO contact details complaining effectively

Help with complaints

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101 Habits of an Effective complainer designed to improve the way you look at and make complaints. Each page gives you a complaining habit to consider and an example of how and why it empowers you to become more effective in getting the results you want.

 

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