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A quick update on our Twitter feed.
Quite often we retweet TV Licensing related news articles and interact with people having problems with TV Licensing. If we have something quick to say we'll usually Tweet it instead of blogging it. Our success with Twitter is directly attributable to the fact that TV Licensing proper, who spend copious amounts of cash on media engagement, are absolutely woeful at it.
We actively search for Twitter comments that could be of interest to our readership. TV Licensing use it reactively, quite often to justify examples of their poor customer service. Everyone reading their Twitter feeds, not that many people do, is glaringly aware of that fact.
In response to a recent FOIA TV Licensing confirmed that "The (TV Licensing Blog) Twitter feed, in particular, has potential to be an issue for TVL community manager (sic)".
In particular they don't like the fact we do the following things:
- Pre-empt TVL customer engagement.
- Challenge proactive TVL engagement and media outreach.
- Amplify negative TVL tweets and flag/retweet negative TVL media stories.
What better way to show your disapproval of TV Licensing by following us on Twitter and retweeting our comments!
Edit: We just did a little experiment. Out of the last 60 Tweets showing on the @tvlicensing official Twitter feed (going back as far as 5th April) there are 39 in which they say the word "sorry". That's two thirds of their Twitter interaction with disgruntled "customers", not including those without the word "sorry". Pretty damning.
Edit: We just did a little experiment. Out of the last 60 Tweets showing on the @tvlicensing official Twitter feed (going back as far as 5th April) there are 39 in which they say the word "sorry". That's two thirds of their Twitter interaction with disgruntled "customers", not including those without the word "sorry". Pretty damning.
3 comments:
I read their Twitter feed recently. I wasn't surprised to see it full of complaints by their customers and apologies made in response.
Indeed I have had an apology by email from Owen Shirley of TV Licensing™ myself only this week over a matter relating to the salesman they sent to my house recently.
I'm pleased I've never been one of their customers and proudly say I'll never sponsor the incompetent Capita. the mess they'd make if I was!
Their Twitter feed makes an alarming read and one that reflects their ability to deal with their customers.
Admittedly I'm being somewhat pedantic but I believe the use of the word 'customer' is something of a misnomer.
Anyone who is legally licence free clearly isn't a customer and anyone who does buy a licence does so out of a legal obligation and not because it is their 'custom' to do so.
They seem to have removed the complaints from their Twitter feed. I follow them and would tweet the complainants this blog address. Got some thank you's for that service!
Now it's just a list of seminars at universities, it would seem
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