Monday, June 13, 2011

Virgin Media Digital Customer Care

Find attached a Slideshare of presentation I am doing next week for the Web 3.0 and The Future of Social Media conference about the Virgin Media story in terms of Digital Customer Care - what we've learnt and our future:
I look forward to the event!

9 comments:

  1. Perhaps you could take a look at the rather shambolic handling of the Virgin Media preview tickets. Certainly not a good customer experience!

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  2. Hi - Not sure what this is in reference to but if you want to head over to the Twitter page (http://www.twitter.com/virginmedia) there's contact details if you want one of the team to help.

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  3. Nice Presentation Alex - I was always impressed at how progressive a stance VM took on new media channels - keep up the good work!

    Graeme Spice

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  4. Hi Alex
    Quick question for you...what tools do you use to monitor all comments about Virgin Media? I can see you use TweekDeck for Twitter and obviously your own FB page, but what other tools, if any do you use to monitor blogs, personal websites etc

    Rachel Collins

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  5. I believe that when I see it

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  6. Hi Rachel - Sorry for the slow delay in replying, have been swamped after coming back from leave! Tend to use Google Alerts to keep an eye on other things and having a wide community of staff and customers alike to flag things direct is also a great tool :)

    Hi 'Anonymous' - Sounds like you might be having a problem? Let us know if we can help.

    Thanks

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  7. Hi Alex,

    Just to provide you with an example of customer experience at virgin media:

    - on June 2nd Vigin media installed a router in a flat in West Kensington
    - Unfortunately your field service wasn't allowed to drill on the premises on a Saturday. So he just run the cable through my open balcony door and promised to return on Tuesday or Wednesday of that week. And he promised to provide me with a phone/ an introduction on how to use the land line.
    - Nothing happened that week.
    - I e-mailed virgin using the customer satisfaction questionnaire and I've called your CIC which promised field services would soon contact me.
    - Nothing happened since then. I still have no phone, cannot use the land line and I can either close my balcony door or use the internet.

    I'm curios how long Virgin Media will still need to fix this!!

    Dirk

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  8. Sorry Dirk, I didn't spot this in my messages when I was in Australia. If you still have problems can you let us know [http://virg.co/social] and the guys will get on the case. Apologies, I just didn't see an alert.

    Thanks




    Alex

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