Good article from Jill McBride’s blog as shared within the Linked in “Retention, CRM, Customer Insights & Loyalty Marketing professionals Group”
It would be interesting to get the employee angle on this list, especially from a freedom to act away from the scripted ‘guest’ interactions.
Websand is all about ensuring that your customers experiences are maximised and that your response and delivery adds to the services you offer. Sky have got this wrong. Here is my experience…
I am a Sky customer and I want to watch the USPGA championship whilst my wife watches Sarah Beeney destroy and then rebuild a few houses.
I’ll watch it online. I’ll try out that new Sky Go thing. It says you can watch Sky anywhere, in fact I saw someone watching cricket at a motorway services the other day. It will be great.
It isn’t.
I’ve been to the website
I’ve signed in, using my Sky ID.
I’ve clicked on the watch now button.
It’s sent me somewhere new? I haven’t clicked on the new terms and conditions (I am reminded of the Eddie Izzard joke about itunes terms and conditions).
So I click on the link - to access the terms and conditions.
I arrive in a new tab on Google Chrome, but its the same page as before - I need to accept the terms and conditions. Surely I must be daft. I click again.
I arrive in a new tab on Google Chrome, but its the same page as before - I need to accept the terms and conditions.
I have a new challenge to find the terms and conditions.
I go to my account profile…nothing.
I log out and then log back in.
I am logged in.
I click on the USPGA (showing now on Sky Go). Great…terms and conditions clearly apply!
I return to my old friend. Terms and conditions apply.
So I hunt around. Nothing.
I arrive at a new page, filled with customer offers that need to be signed up for - but I am already logged in, and terms and conditions will apply.
I am lost. I long to see Rory Mc with his new one armed golf swing (he hurt himself smashing into a tree on the 3rd). I’ve returned to traditional means. It is being recorded on Sky+.
I have to leave Sky Go for now. It is such a shame they have a monopoly, otherwise I’d be off.
I’m travelling and have been caught out, as many people have, by the Newcastle Untied’s (intentional spelling) Season Ticket renewal date - sod the royal wedding this is the most important date on the calendar!. I’ve tried to register through their online platform. It is worse than our performances in the 2008/09 relegation season.
The platform is does not seem to be thought through and I have found to be unusable.
I am sure some would say that this is typical of a business with inelastic demand. I want to give them money, and they won’t let me. It’s a bit frustrating, and as a customer of a business that has been a loyal customer for over 20 years, that isn’t good.
I should add…#NUFC I can help
