Tuesday, October 30, 2012

just plain lazy relationship management

Like many folk who do not live close to the football team they support, I have signed up for membership to the 'club player' -  mainly so I can listen to the online commentary of all the matches. So this week I got a reminder that my subscription was due. Or rather, they sent an email saying it had run out! So I followed the links and paid for a year's subscription - getting this email in return:
So here's the thing. What do you mean 'Welcome to Forest Player' ? I've been a member for over 10 years - 'Welcome back' would be nice. But if they had informed before the subscription ran out there would have been no need for any welcome - just a more suitable phrase that made me - a supporter of their club for more years than I care to remember - feel as though I was part of the club. 
And yes, I know, the service is run by a third party, not the football club - but the football club should be telling the provider what they should be doing in the name of the club [for club, read brand].

And then a few days later I got this email:

Ho hum.

Friday, October 19, 2012

KLM still miles off

I have written about this before [just put "KLM" into the search facility of this blog] - but it seems some folk just won't - or don't want to - listen.
Here's the subject line of an email from KLM as seen in my in-box ...
And when I clicked on the link, this is the web page which I was taken to ...
For those of you who don't know, Sunderland [where I am, and where KLM know I live] is - according to Google - 277 miles from London Heathrow.
Local? I think not. And there are around 10 airports closer than Heathrow, including Newcastle which is not only around 15 miles away, but it is the only airport I have flown from using KLM. Ho hum.

Monday, October 15, 2012

email still the poor relation?

I've raised this issue before [see email - still the poor relation of customer service? ] - I'm sure if I rang eon someone would answer the phone straight away, so why does it take five days [yep, that's five days] to answer an email?

I have still not had a reply - this is from my email in-box:

After nearly two weeks I gave up waiting and sent another message - to which I received a response within a couple of hours.

This article is about social media rather than email, but the viewpoint is similar to mine, see: Customer Response Times: Might Take Hours Via Social, Seconds By Phone