Posted on October 17, 2013 at 4:15 pm by Andrew Arnott

When social media attacks – favourite #AskBG tweets

Bert Pijls enduring #AskBG

There are a few basic rules to follow if you represent a brand trying to leverage the power of social media. Chief among them should be Don’t hold a Twitter Q&A session at exactly the same time as you deliver earth-shatteringly bad news to your customers. That’s what British Gas decided to do today when they got their Customer Services Director, Bert Pijls, to answer questions on Twitter using the #AskBG hashtag on the same day that they announced a 9.2% price hike. (more…)

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Posted on October 31, 2010 at 4:52 pm by Andrew Arnott

Digital marketing lessons: Southern Rail experience severe delays in their checkout process

Marketing lessons - checkout

Time and time again, I come across sites that are well thought out and well designed – that is, until you click the ‘buy’ button.

Southern Rail is a perfect case in point. They’ve clearly blown a fair amount of cash on marketing recently and the website seems to have got the full treatment.

The booking system is slick (especially given the complexity of fares and timetables it has to deal with) and everything is presented pretty cleanly and simply. Read the full article

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Posted on August 25, 2010 at 1:28 pm by Andrew Arnott

Three Mobile and the worst call centres known to man

three will make you do this

Today, I had the misfortune of spending 25 minutes on the phone trying to leave Three Mobile.

I wouldn’t normally post personal rants on this blog, but in this instance, I think there are some serious lessons that businesses can learn from the mismatch in Three’s brand message and the farcical experience of speaking to their doggedly persistent and dishonest call centre monkeys.
Read the full article

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