Posts tagged with Bt

vine

All the digital news stories you missed this week

This week's tinder box of digital news has included Shakespeare, Slack, AI (as usual), Vine, a humongous acquisition and Donald Trump (as usual).

Why not read it while eating some seasonally-appropriate porridge with a topping of your choice?

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twitter tick

30 brands with excellent social media strategies

Okay, it's probably disingenuous to pretend that social media is still something nascent and unproven for brands.

Even with a tricky attribution problem to solve, most brand marketers and advertisers agree it just makes sense to target these large, active and known audiences.

Having said that, some brands 'got' social media a lot quicker than others.

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tom barton

A day in the life of... Online Capability Consultant at BT

This week's 'day in the life' comes from a man who has a broad-ranging digital role in a very large organisation.

Tom Barton is an online capability consultant at BT. Let's find out what such a role entails...

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How are brands driving TV ad viewers online?

This is an investigation to see how the adverts in a commercial break try to get people online. Here’s an early spoiler: they don’t try very hard at all.

Ericsson ConsumerLab discovered that, out of 15,000 people surveyed, 75% use mobile devices at the same time as they watch TV. Nielsen discovered that eight out of 10 global mobile users similarly multitask when they should be paying attention to Eastenders.

These statistics basically just tell us what we already know. People second-screen. In fact they (I say ‘they’, really I should be saying ‘I’. I am after all people) second-screen relentlessly, without prejudice all the time.

It’s not out of boredom either; it’s mainly to supplement the enjoyment of what I’m watching with extra information. “So the character of Deathlok in ‘Agents of Shield’ had three different alter-egos in the comic books. INTERESTING.”

Although when adverts do appear, that’s when I start looking at my mobile or laptop out of boredom.

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BT joins the Android patent circus

Google's Android operating system has proven to be a big hit, and that's good news for Google.

But it has also been good news for companies like Microsoft, which are profiting and seeking to profit from patents that Android may be infringing.

Now British Telecom has joined the Android patent litigation and licensing circus.

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Customer service goes social

Companies have rushed to embrace social media marketing, but there's more to social media than marketing.

Increasingly, whether companies like it or not, consumers expect companies to respond to customer service inquiries submitted via social channels like Twitter and Facebook. 

Unfortunately, it currently appears that companies are generally more adept at social marketing than they are at social customer service.

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Q&A: BT's Warren Buckley on multichannel customer service

BT has over 15m customers who create more than 70m calls per year into BT’s customer service call centres and send more than 2.5m emails. 

Warren Buckley is responsible for all customer services activities for BT Retail Consumer Customers and now has a staff of 10,000 based in 45 centres in the UK and India. 

We spoke to Warren about the challenges of this role, and how far BT has moved towards a joined up customer service model. 

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Five tips for using Facebook for customer service

If we get bad customer service online, we vote with our feet. We stop doing business with the company in question, or take action against it. We call it out on Facebook, Twitter and (in the famous case of United Airlines) we notoriously write songs about it.  

Although most brands use social media to market themselves, relatively few provide really excellent customer service.

Here are my top five tips for getting customer service right on Facebook...

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Q&A: BT's Bian Salins on using Twitter for customer service

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Bian Salins is Head of Social Media Innovation within BT Customer Service, and manages BT's social media channels. 

Bian will be speaking at Econsultancy's JUMP event on October 13, about her experiences managing customer service through social media. I've been asking Bian about BT's use of Twitter for customer service... 

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BT gets wise, terminates Phorm - for now

Phorm, the company whose web tracking technology sparked international controversy, had a bad Monday as BT got wise and decided to drop its use of Phorm's Webwise product.

Phorm's loss, however, is a major victory for consumers.

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