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Empowering Your People To Give an Amazing Customer Experience

September 11, 2014 – 9:42 am |

Lori FranzeGuest Post: Lori Franze is a multi-faceted marketer. She has worked in direct, CRM, content, social and b2b in her 12 year career.  She currently freelances supporting agencies and other organizations with their account management, strategy and even execution of their various programs and campaigns.   You can connect with Lori on LinkedIn or Twitter.

 

RogersI think some of you may be shocked to hear that this blog post is about an amazing customer experience I had with …. Rogers! Yes, you read that correctly and I was just as surprised as it happened and had to share it.

I always review my Rogers invoice in great detail. It has several devices and services on the bill so you can imagine how complicated things can get. I noticed a data charge for $100 that I couldn’t find any details on so I called in. I wasn’t happy with the answer I got so I decided to go to the Twitter route since Rogers does a great job with customer service via Twitter.

I messaged them in a DM that I had this charge and couldn’t figure out why. After a couple of exchanges I realized that it was for data on the iPad. Well back in June when the World Cup was on my dad came up to the cottage with us for my birthday and of course there was an important Italy match that couldn’t be missed. He wouldn’t have come if I didn’t promise he’d
be able to watch it on my iPad and could he watch it!? The CBC app was amazing with different camera angles and lots of extras. He watched every game that weekend!

Brazil
I thanked the representative and told him I figured out why I had the extra charges; that it was from my dad watching the World Cup at the cottage. What did he reply with? He actually replied with “Happy to hear that. I applied a $67.80 credit to help with some of the overages. New balance owing is $362.64. ^map” WOW, really? She/he offered me a credit without me asking? I was floored! So I thanked him again and told him it was my birthday that weekend and I appreciated it. Well she/he shocked me again with “I waived all of the charges for you. Happy belated birthday. New balance owing is 311.79. ^map”

Now I don’t know if this is due to Guy Laurence their new CEO but I love that this representative had the information, tools and the freedom to make a decision to create an amazing experience for me. Obviously by the remaining balance you can tell Rogers does collect a lot from me each month so this $100 credit was just a small fraction but it was such a nice gesture.

I would love to see more companies adopt this philosophy with all employees that interact with customers. After my 2 hour wait on hold with Air Canada to talk to a rep who had no power to waive change fees on flights in December where I had made an honest (but dumb) mistake in booking them.

What companies have you had great experiences with because they trust their employees to do what is right for the customer and the brand?

Future Shop Prepares For Vizio’s Arrival To Canada

September 8, 2014 – 1:47 pm |

As the battle for the living room continues to heat up, California-based Vizio which was launched in 2002 has now set its sights on Canada for its next market to enter. The company which competes with other …

Are You Ready To “Experience DC?” College Rolls Out Its Biggest Recruitment Campaign

September 8, 2014 – 1:22 pm |
Experience DC poster

With the 2014-2015 academic year in full swing, Durham College (DC) recently launched its multi-platform Experience DC campaign – and this is most progressive marketing campaign in the college’s history to date.
The campaign will run over the next …

Top Canadian Ad & Marketing Stories For Week Ending September 5, 2014

September 8, 2014 – 10:55 am |
Top Stories

Back to school season is upon us which means the summer break is over.  Toronto International Film Festival (TIFF) has taken over downtown Toronto opens the doors for brands of all shapes and sizes to get …

Priceline.com’s Wants You To Meet “Meet the Negotiator”

September 4, 2014 – 10:35 am |

Online travel site Priceline.com has rolled out a new national campaign for its growing Canadian based of consumers. The “Meet the Negotiator” campaign features company spokes person and Canadian celebrity William Shatner, you might have …

SUBWAY And Pepsi Offer Canadians A WinningLunchCombo.ca

September 3, 2014 – 1:33 pm |

SUBWAY Restaurants and PepsiCo Foods Canada have partnered in a new campaign which includes a microsite located at www.WinningLunchCombo.ca. As part of the campaign Canadians have a chance to win one of 30 daily cash prizes …

Top Canadian Ad & Marketing Stories For Week Ending August 29, 2014

September 2, 2014 – 1:20 pm |
Top Stories

Looking at our stats from last week, here are the most popular stories that you read about the Canadian advertising & marketing industry (or digital) on Profectio for the week ending August 29, 2014…

Rogers & …

Publicis Acquires Advertising Agency Nurun

September 2, 2014 – 1:01 pm |
Let's Make A Deal

Publicis (Publicis Groupe) has just announced it has acquired Montreal-based Nurun from Quebecor Media for $125 million (Cdn).   Nurun is an advertising agency with design and technology expertise globally, a total of 11 offices and 1,100 employees …

Wearables: The Big Problem. Maybe Nearables?

August 26, 2014 – 11:36 am |
Hazard

Guest Post: Giles Crouch is one of Canada’s leading thinkers on issues relating to our digital world including social media and civil society. He brings 20 years experience in the technology industry, including co-founding two software …

SUBWAY Goes Back To School With Cash Card Promotion

August 26, 2014 – 10:53 am |
Subway Back To School

Getting ready for back to school season, Subway recently rolled out a new campaign which started mid-August and runs until September 30th.
“It’s important that kids eat a balanced lunch to get through the school day,” …

Rogers & Shaw Media Take On Netflix In New Streaming Service

August 26, 2014 – 10:20 am |

It is no secret that Netflix has changed the way we consume movie and television content, they ma not have invented video-on-demand (VOD), but certainly have created a game changing product.  Bell, TELUS, Rogers and Shaw Media …