VCLEVER BLOG
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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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
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
