The Bankwatch

Tracking the consumer evolution of financial services

Marketing and technology must work together | Rogers please listen

Customer service and marketing can easily get out of sync with each other.  We were trying to sign up for a movie tonight on Rogers and the service kept crashing.  I phoned the technical support group, and got the usual suggestion from the CSR to reboot the box. 

However when digging deeper with him he readily admitted that the Rogers service had capacity issues and had had service issues for the last several months.  The frustrating part of that conversation is that he knew why we had a problem before we began but the company still made him put us through the standard script of rebooting our box before I got the root issue that was the service capacity.

The message here is clear.  Technology and marketing are inextricably linked.  The example here is the promise from Rogers for all the latest movies, yet when you try they are not available.

Written by Colin Henderson

May 16, 2011 at 00:20

Posted in Uncategorized

2 Responses

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  1. I’m not following your logic here, Colin. What does this have to do w/ marketing?

    Ron Shevlin

    May 16, 2011 at 06:09

  2. I was using marketing in the broadest sense of the customer promise, and Rogers have many. Clearly their ‘promise’ is out of sync with their ability to deliver. It caught me at frustrating moment, and I meant no more than that.

    I suspect you are inferring marketing means more or different but thats how I see marketing.

    Colin Henderson

    May 16, 2011 at 22:40

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