Wednesday, February 16, 2011

Mystery Twopping

I'm a great believer that one of the best ways to find out how you are as a business in your customer's eyes is to experience it as a customer yourself, via the mechanism of mystery shopping. I did a whole bunch of it a while back to check out how our TV packages were being explained to new customers (good results by the way), and have been involved in another example of it over the last couple of weeks.

Previously (well, a number of times) I've mentioned our brilliant Twitter 'Tweam' – Michael, Billy, Sam & Pete – who are based out of Manchester and help out customers reporting problems via Twitter both reactively (those talking 'to' Virgin Media) and proactively (those talking 'about' us – but not to us direct), resolving any problems they have and delivering a brilliant customer experience.

I could blog some great examples all day, but below is just one comment from a really appreciative customer recently:A month or so ago a customer Tweeted about (i.e. not to us direct) Virgin Media on Twitter, reporting she had a problem that she'd had trouble resolving. Sam from the 'Tweam' stepped in and picked it up, got on the case and fed back to the internal IVR team some ideas on service improvements as a result of it – as well as keeping the customer up to date every step of the way.

What she didn’t know was who the customer was – the Chief Marketing Officer of Satmetrix, the company we set up our Net Promoter® programme with.

I had a contact from her (Deb Eastman) subsequently (you can follow her on Twitter here if you're interested) about her experience, and it's true to say she was very impressed. Not only did she tell me in some depth how good the experience was, she also asked a whole bunch of questions so she could tell everyone attending their annual NPS conference in Miami a few weeks ago :)

If you're interested you can find more detail on what was said via the conference blog of one of the delegates and also from Deb's blog – but either way it's great recognition for one of the many fabulous teams we have internally and well done guys.

And no, this isn't an attempt to get out of buying the donuts I've promised to get for the 'Tweam' next time I'm up to see them!

1 comment:

  1. Hi Alex,

    I would wholeheartedly agree with you and John O'Nolan that the Twitter Team (and the Support people who sit behind them) are brilliant. As you are aware, I speak from personal experience. Once I got my VM issues escalated to them, I had the best Customer Services experience I can remember from any organisation (not just VM) for a long, long time.

    You may recall that, back in Sept last year, I posted some comments on this blog to the effect that if you wanted to get your problem sorted quickly and effectively, it looked like the best way was going to be to go straight to the Twitter Team and bypass the script-jockies in far flung call centres.

    And so it has proved. You only have to look in the VM forums to see the numerous complaints about trying to get problems solved by going via the "normal" route to CS.

    If you could make the rest of the CS experience like that which you get via the Twitter Team your Customer Service would be the best in the industry (and possibly the best anywhere). However, that, I suspect, is going to be a much harder job!