Vodafone got things right!

Now, not only was I asked to tell everyone, but I am more than happy to do so!

Vodafone called me late tonight and gave me the offer I wanted. The person I was in contact originally was out of office. Now my question is WHY?

But first, let me say that Thomas Rushton and his Webteam (Thanks Lee) kept their promise and put things right after I tweeted and blogged about it.

It still does not go into my head that
– A company makes it so difficult to change between contracts and that I could have created more work by canceling my (consumer) contract and then becoming a new (business) customer again.
– That I need to push on social media, e.g. Twitter, Blogging, Linkedin to get attention.

And, I don’t believe that the social media influence itself has caused them to think about it. At least I don’t hope it did, but that somewhere along the line the “customer (e.g. me) was king”.

I tried to think of an analogy (maybe not the best but it is almost 10 pm): My teddy bear from years ago: I love him, I nurture him, I want to keep him but he keeps disappearing, gets uncool, looses his fur and although I am certain that I should get rid of him, I am almost in “love” with him – hence I don’t abandon him. But one day, he starts talking to me and says “Volker, I have to leave you.” Would you not be devastated?

Not sure if it makes sense that I “love” a brand like Vodafone (and other brands). I told the guys that I am more than happy to outline a social media strategy for them. I never wanted to leave Vodafone but they seemed to wanted to get rid of me. Maybe they will tell me why no one took ownership of my case and sorted things out for good? Would that not have been better and easier for all of us?

Anyway, Ian Shepherd wanted to make me an advocate, and I am. Of course subject to the free blackberry arriving this Friday ๐Ÿ™‚ Very excited.

I wrote to the Webteam, after sorting it, that I will blog positive about it. I also believe that it is essential for any brand to monitor the social media space and engage with the twitter community or with the bloggers. As an example when I mentioned O2 or Orange earlier, they should have engaged with me and offer me a contract, shouldn’t have they? I was saying I would go and join them instead. And Vodafone should get their voice out there too, engaging with me or others.

Just around 5 pm this afternoon, monitoring Twitter, I found Vodafone being mentioned almost once every minute. It is so essential for brands to monitor and engage. Engage with your customers where they are. Social Media. Offline. Mobile.

Ok, ok – before i go on and speak more about strategy, I should mention the post about “Don’t litter Twitter” by the guys from Jam. I think we should all have “freedom of speech” and should be allowed to say what we want.

If our followers drop/un-follow or if people don’t want to listen what we have to say – then that is ok. I don’t follow everyone back either. However, with brands it is different. They need to listen and get a more “personal” profile on the social media space in order to meet their customers on the same level.

Vodafone has sorted things this time, in future and I am confident they will engage with customers more in the future and think about their social media strategy. Happy to help you if you like!

Thanks again for sorting things out and getting things right. Whilst obviously being subjective, I think that was an objective way of putting things ๐Ÿ™‚

Happy to keep everyone posted of the progress!