scot devine: November 2008

Thursday, 13 November 2008

"Social media changes to last our lifetime"

Herd has a lovely post about how things spread from a marketing perspective, and the post links to a WARC report which has some nice stuff about communicating with old and new worlds. New media won't kill off traditonal just yet, as WOM and traditional comms will sit side by side.

Wednesday, 12 November 2008

Customer services - ping pong champs

The world's most stylish table tennis player is in the video, but isn't in my life (if only). Britain's best customer service ping pong players are, however to show that switching energy provider ain't easy. Indeed, it's down right difficult.

Ping: Serve with lots of topspin. We switch online at price comparison site, fixing our rate until 2009 and saving about 20% on current bills.

Match 1 - Scot versus energy suppliers
Pong: Ball hits edge of table, a hard-to-get fluke. Gas switches, electicity doesn't. New provider contacts me by a wrong email (doesn't snail mail, doesn't call) about electricity supply.

Ping: Contact new energy provider. Blast lots of jargon at me, ask me for details I don't know how to get. Lots of spin on their shot.

Pong: Call old energy supplier. "They should eradicate you with more details of what you'se asking for," - think she meant "elaborate". Then again, maybe not. Does my old energy supplier want to vaporise me? "We can't give you the number of your gas supply, due to (badly explained) data protection." Lots of backhands with heavy slice going on. I ask her to explain, she doesn't. Just go back to your new service provider, they should be able to get it, she bats off.

Ping: Call sales at new energy provider. They crush the ball and go home. They can't be bothered. The game's a bogey. They can't get my number. I'm in electricity limbo until I have a new bill with certain "hard to find and spot" numbers on it.

If Apple can make an internet phone as beautiful as it, how come energy companies can't make switching easier?