When you get customer service right

July 4, 2017 in Brands & Stories, Inspiration

Thanks to Airtel, we’ve been ordering a lot of takeaways these last three weeks. Most days we’ve been using Swiggy, an excellent delivery service even if they do add the occasional markup on restaurant prices. We’re not complaining through. Deliveries are prompt, delivery staff super polite, and customer service always helpful.

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Lessons in how not to customer service. A primer by Airtel.

June 29, 2017 in Brands & Stories, Customer who?, Marketing, Rants

For a little over four months now, our nine-year happy relationship with Airtel has been under a lot of stress. We’ve been plagued by an awful internet connection that drops as frequently as it slows down. If one of us is using the internet to upload a video to Facebook or backup to Dropbox, the other has to wait around, because the connection becomes unusable, even to browse a static website.

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The Bee Guide To Getting Things Done

March 29, 2017 in Apps & Tools, Inspiration, Small Business

I used to be an unapologetic multitasker; juggling several plates at once, fairly good at keeping them all airborne. I believed I was super organised, and so did everyone else.

But the completion of every task was inevitably accompanied by the feeling that I could have done a lot better had I been more focused. Being an organised juggler or working long hours doesn’t mean you’re productive. Nor does it mean you’re happy with the outcomes. Over time I realised I wasn’t doing myself, my personal life or work product any good by staying the multitasker course. Continue reading »

Happy Women’s Day?

March 8, 2017 in Brands & Stories, Marketing, Rants

In an ideal world, women wouldn’t need a day to celebrate them. We would be equals with our male counterparts in all areas. At home. At work. Everywhere.

At home we would be equals with our partners, treated with the same respect demanded of us; child rearing would be a shared responsibility as would cooking or housekeeping. Continue reading »

Viva la revolution

February 22, 2017 in Apps & Tools, Content Rules, Discoverability, Inbound Marketing, Permission Marketing, Small Business, Social Media, Storytelling

Are you one of those businesses that find social media overwhelming? We feel your pain. With the proliferation of social networks, it’s become virtually impossible to stay on top of what’s new in the world of social. Plus you have to keep track of updates and new features on existing channels, study them and integrate them into your social plan.

If you’re a small business, with a marketing team of one or maybe two, who could blame you for giving up even before you start? But if you did give up you’d be fighting the fear of not being present. What happens to your reputation if you aren’t active socially? Will your customers be upset with you if they can’t reach you on social networks? How will you share your stories? Continue reading »

‘Email marketing’ shouldn’t be a dirty word.

February 14, 2017 in Brands & Stories, Inbound Marketing, Marketing, Permission Marketing, Small Business

One of my partners at Bee has been getting a lot of calls from car insurance salespeople, all representing different brands. He sold his car two years ago and has no plans to buy another one in the near future.

We were all amused at first by how patiently he answered these calls.

“No, Ma’am, I don’t need car insurance. I don’t own a car currently, and have no plans to buy one. You have the wrong information.”

The repetitiveness of these calls and his refusal to get annoyed had me intrigued (and annoyed on his behalf). They’re just doing their jobs, he said, with an inaccurate list someone gave them. It isn’t their fault their brand doesn’t have a problem spamming people. Continue reading »

Remarkable

February 7, 2017 in Brands & Stories, Marketing, Rants

Before I deleted my personal Twitter, I used to entertain myself by scrolling through my timeline looking for the newest <insert brand name> rant. You know the ones I’m talking about: XYZ brand is despicable. They made promises they didn’t keep. Customer Support was useless. Rant. Rant. Rant. My particular favourites were rants involving cell phone companies and their cookie cutter (non) responses. I very rarely, on my searches, however, came across the opposite – praise for a service or experience that was simply remarkable. Continue reading »