Comments on: Please, please integrate your marketing strategy

By: Praneeth

Praneeth — Mon, 14 Apr 2008 03:47:04 +0000

Hi, i want to start a outlet in visakhapatnam, so can u please guide me. wating for ur reply. thank you.

By: I keep the ends out for the tie that binds : pellacor.com

I keep the ends out for the tie that binds : pellacor.com — Tue, 04 Mar 2008 23:57:08 +0000

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By: Frank

Frank — Sun, 02 Mar 2008 21:39:40 +0000

Great speel… I’ve found the same useless customer service (if you could even call it) with Vodafone’s new company i-Hug.

By: Bruce Hoult

Bruce Hoult — Thu, 28 Feb 2008 08:31:34 +0000

Interesting that Donal mentioned Apple, as they’re also selling phones now. A few months ago I got a TXT from Vodafone to say that they now had the LG Prada competitor to the iPhone so I went into the Vodafone store in Courtenay Central to take a look. And there one was, under glass. “Can I try it?” “No, not unless you buy it first”. wtf?

Go into one of Apple’s own stores (in the US, they don’t have any here) and everything including the iPhone is available as display models that actually work and that you can play with or as long as you want without any salesperson hovering. Here Vodafone stores just have cheap plastic non-working display models or maybe a real phone locked away that you can’t touch.

By: Adam

Adam — Thu, 28 Feb 2008 04:12:05 +0000

I have personally had much better experiences with the actual Vodafone owned stores (Such as the one on Lambton Quay) than the franchised ones. I did a couple of transactions with Vodafone branded mobilefonesolutions in Manners Mall (Next to Crepes-a-go-go) and was blown away with how unprofessional and unknowledgeable the sales people were. Since then I have been into the Vodafone owned store on Lambton and the service has been great. The staff are friendly and approachable and they know their stuff. Shame the franchised stores are letting Vodafone down.

By: Nat

Nat — Thu, 28 Feb 2008 00:44:53 +0000

Totally agree Paul – which is also a dis-integration. With a company like that, I expect to be able to drop my phone off anywhere, not have to go back to any particular store. I understand the franchise model, but would think they would tweak it to ensure a better customer experience.

Donal I agree with you too and think you kind of make similar points – do yout hink Vodafone would improve if they un-franchised their operation or did spot checks to ensure the quality of their franchisees. I just talked to Vodafone headquarters and the person was very friendly and helpful, so I suspect you nailed it, it’s just that they’ve let their stores get out of their control.

By: Pete

Pete — Wed, 27 Feb 2008 22:34:38 +0000

My very limited understanding of the situation is that the vast majority of those Vodafone stores are franchises, not Vodafone themselves (or at least that was the case 4-5 years ago). Which for me changed my perspective about dealing with those in store.

By: Donal

Donal — Wed, 27 Feb 2008 05:44:22 +0000

Good rant – I had a similar experience with Vodafone, Manners Mall lately.

Vodafone are a great example of why the “Customer Service is the New Marketing” meme is gaining traction… their marketing spend must be astronomical, but all the millions they pour into interrupting the public as they watch TV, listen to the radio or drive past billboards is defeated by the petulant gen-Yers staffing their retail outlets.

Wall street thought Apple was crazy to open their own retail stores a few years ago, but if you’ve visited one, you’ll know how much value they add to the brand. Not so much with the ‘quirky clothing’ though. ;)