Filed under: Social Media, Twitter | Tags: Optus, Social Media, Twitter
Dear Optus,
I would like to formally thank and congratulate you on your social media response to my bill enquiry.
Last night at 7:00pm you disconnected my mobile phone due to an overdue payment. I had been in San Francisco and therefore missed my payment date.
I called your bill enquiry line at 7:30pm only to have a pre-recorded voice tell me, “I’m sorry, but our bill enquiry line is open Monday to Friday 8.30am – 6:00pm, please call back then.”
I then sent a direct ‘tweet’ to www.twitter.com/optus with my enquiry.
This morning by 8.30am I recieved a direct ‘tweet’ back from Scott, from Optus’s social media response team.
“Hi Will, I have restored your service, however you have an amount of $762.93 that is currently owed on your account. Thanks – Scott”
I then sent a reply ’tweet’ back with: “Thanks Scott. Appreciate your prompt response. Will write a blog post on this positive experience at http://willscullypower.wordpress.com “
Within 10 mins I recieved a reply back from Scott on Optus’s Social Media Response Team: “WOW. Thanks Will, I will definitely keep an eye out for it. Appreciate the great feedback. I hope you have a wonderful weekend. – Scott”
This ladies and gentleman is a perfect example of how companies are using ‘Consumer Data” aka ‘Social Media Data’ to retain customers and keep them loyal to the brand.
I will be sure to include this experience as part of my address at Loyalty Marketing Day next week in Sydney (www.loyaltymarketingday.com.au).
Well done Optus!
A great article in today’s Australian Newspaper on how Optus are using data to target customers through new online channels.
More: http://www.australianit.news.com.au/story/0,24897,25357607-15306,00.html
Filed under: Analytics, Data, Research, Segmentation, Web Analytics | Tags: ADMA, Camera House, Data Day 2008, Optus, Visa, Woolworths
Do you believe in the power of data?
Since the origin of marketing, data has been a constant. It underpins all good communication and is critical to campaign success. And, while data was important in the past, it will be even more fervently worshipped by smart marketers in the future on their crusade for improved ROI.
Get your data techniques right and take your results to heavenly levels.
With the right techniques and tools, your data can be a very powerful asset. Data Day 2008 will show you the way to boost results, maintain your competitive advantage and develop almighty relationships. In this one-day, jam-packed conference you’ll hear from expert data strategists and learn inside tips from a diverse range of brands including Optus, Visa, Camera House and Woolworths.
Concurrent afternoon streams allow you to focus on the topics that are most relevant to your area of worship. Lessons on Fundamentals, Advanced Analytics, B2B and Digital all offer valuable insights to help you tackle the challenges your business faces now and in the future.
Plus, an exclusive group of exhibitors will demonstrate innovative tools and solutions to help you practice all that is preached. Discover the most effective resources from leading suppliers including SEMA, Acxiom, Experian, Impact Lists, Sensis, Traction and Veda Advantage.
For more information on the full conference programme and the exhibitors visit www.adma.com.au/dataday.
| Melbourne | Thursday 23 October, 8.30am - 5.00pm |
| Brisbane | Tuesday 28 October, 8.30am - 5.00pm |
| Sydney | Thursday 30 October, 8.30am - 5.00pm |
| Price | $395 for ADMA members $565 for non-members |
| To register | Download the registration form, visit www.adma.com.au/dataday or contact Victoria Walker on 02 9277 5413 |
Be enlightened. Book now for ADMA’s Data Day 2008.
Filed under: Analytics, Data, Events | Tags: ADMA, Australian Direct Marketing Association, Data Day 2008, Kristy Yoon, Optus, Will Scully-Power
Do you believe in the power of data?
Since the origin of marketing, data has been a constant. It underpins all good communication and is critical to campaign success. And, while data was important in the past, it will be even more fervently worshipped by smart marketers in the future on their crusade for improved ROI.
Get your data techniques right and take your results to heavenly levels.
With the right techniques and tools, your data can be a very powerful asset. Data Day 2008 will show you the way to boost results, maintain your competitive advantage and develop almighty relationships. In this one-day, jam-packed conference you’ll hear from expert data strategists and learn inside tips from a diverse range of brands including Optus, Visa, Camera House and Woolworths.
Concurrent afternoon streams allow you to focus on the topics that are most relevant to your area of worship. Lessons on Fundamentals, Advanced Analytics, B2B and Digital all offer valuable insights to help you tackle the challenges your business faces now and in the future.
Plus, an exclusive group of exhibitors will demonstrate innovative tools and solutions to help you practice all that is preached. Discover the most effective resources from leading suppliers including SEMA, Acxiom, Experian, Impact Lists, Sensis, Traction and Veda Advantage.
For more information on the full conference programme and the exhibitors visit www.adma.com.au/dataday.
| Melbourne | Thursday 23 October, 8.30am - 5.00pm |
| Brisbane | Tuesday 28 October, 8.30am - 5.00pm |
| Sydney | Thursday 30 October, 8.30am - 5.00pm |
| Price | $395 for ADMA members $565 for non-members |
| To register | Download the registration form, visit www.adma.com.au/dataday or contact Victoria Walker on 02 9277 5413 |
Be enlightened. Book now for ADMA’s Data Day 2008.
