Be broadband retains its customers with ‘user group’ forums
In order to survive this fiercely competitive market, broadband companies should go for new ways to make their identity. Virgin media and BT are the big names linked to household Fixed-line broadband. They have huge funds to popularize themselves and withstand the market competition. The real question is how the smaller companies will survive in the market.
Be unlimited Broadband is still considered as a smaller business despite it being a part of Telefonica group and O2. Robbie Hearn, the company’s digital community manager during a Gadget Show Live clarified as how this small sized company is trying to attach themselves to customers. The customers have constantly asked for feedbacks with the availability of full-fledged user base and customer forum, he added. Experienced hands are selected from the forum and labeled as user group, who perform in the forum as ambassadors. Every week they have to think over their heads on different issues. Ideas and various strategies can be openly dealt with them since they sign agreements of non disclosure. With these actions they can get a step ahead of customers and offer what they really want.
The willingness of participating in Gadget Show Live, and speaking behalf of customers of Be Broadband and pointing out to what management can do forms a part of their work. This group of personnel’s enjoys the products and is keen to share their information for the betterment of the company. According to Hearn, they do not work for remuneration which is shown through their extra working hours and hard work.
Be is superior to other companies when it comes to customer relations, all because of these people, he added. The company listens to their customers but according to cynics they are keeping an option for their product. A research was conducted asking them their ideas to develop something in future and their initiative towards it. They are people happy to be linked with Be and their motive is to take the company to a higher level. Their corporation as will be there till the end he concluded.
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