O2 engages with customers through Twitter

November 4th, 2008 by Wendy McAuliffe

Hats off to O2 - after years of getting its telephone customer service completely wrong, it’s finally doing a great job of engaging with disgruntled online customers.

Yesterday, in a moment of exasperation, I Tweeted the following about my mobile provider (after being on hold to O2 for 40 minutes):

“wendymcauliffe: O2 truly has the worst customer service I’ve ever encountered. Every time I need to contact them my blood pressure rockets!”

A couple of minutes later, I received the following reply:

“hellojp: @wendymcauliffe Hi there, I work for O2 and saw your tweet - anything I can help with?”

After briefing describing my predicament, I promptly received another reply:

“hellojp: @wendymcauliffe Oh no, not ideal! Definitely not what we’d be aiming for - sorry you had such a hard time! Did you get your problem fixed?”

The O2 representative then went on to give me his personal email address, so that I could email him with the details of my enquiry which he has promised to handle today.

I’m not sure who’s behind O2’s adoption of Twitter, but this is definitely a step in the right direction, and something that all public service companies should be doing. While there are still big improvements to be made with O2’s telephone customer service, it’s great to see them engaging with customers online in such a timely fashion.

It will be interesting to see how my case is dealt with today!

                              

Posted in Blog, Digital communications, PR, Social media, Social networking | 3 Comments »

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Wall Street Journal: “Twitter goes mainstream”

October 27th, 2008 by Wendy McAuliffe

At Liberate Media we are continually telling our clients and brands we meet with that they should not be ignoring Twitter. The micro-blogging tool is still seem by many as the domain of the geeks and early adopters, but this is a false perception - it is now crossing into many mainstream sectors and communities.
Today’s [...]

Posted in Blog, Blogging, Emerging technology, PR, Social networking, Trends and research | No Comments »

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Kerry Katona: When a PR relationship is tested to the Max

October 24th, 2008 by Wendy McAuliffe

Showbiz-holics out there will have been following the PR backlash around the chaotic live interview that Kerry Katona gave to This Morning on Wednesday.
For those who missed it, the 28-year-old mum slurred her way through an interview with hosts Phillip Schofield and Fern Britton. Her strange behaviour caused a series of viewers to phone in, raising [...]

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The role of PR within a recession

September 10th, 2008 by Wendy McAuliffe

It’s official - the UK will fall into recession in 2008, the European Commission has this afternoon predicted. The gloomy facts can be read here in this BBC report.
So what does this mean for the PR industry, and what can we expect to see happen over coming months? Here are a few of my own [...]

Posted in Blog, PR, Social media, Trends and research | 5 Comments »

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Chinwag Live: Search versus Recommendation a no-brainer debate

September 3rd, 2008 by Wendy McAuliffe

Last night’s Chinwag Live: Search v. Recommendation event was not the packed out, sweaty debacle that it usually is. My hunch is the motion of the debate was not as sexy as widgets or social media measurement, and was also pretty much a foregone conclusion. At the end of the day, there’s not much [...]

Posted in Blog, Content, Industry events, Social networking | 1 Comment »

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