topic Re: Customer Loyalty in Plusnet Feedback

Customer Loyalty

glloyd — Wed, 18 Jan 2012 11:40:04 GMT

I've been a customer since September 2003 and since that time I've seen no end of offers for new customers almost giving them broadband for nothing at times. During the 8 plus years I've never been offered any sort of discount for my loyalty, even tight fisted insurance companies give you discounts. It would appear that to get the best value is to leave and re join because you aint going to get it any other way.
You often feel that old customers subsidise new customers and damn stupid BB sponsorship. Makes me crindge seeing those BB adds.

Re: Customer Loyalty

artmo — Wed, 18 Jan 2012 12:13:55 GMT

If you ring PN Towers they may be able to help. I contacted them and got a nice reduction in my monthly fee without any alteration to my package.

Re: Customer Loyalty

nozzer — Wed, 18 Jan 2012 12:23:32 GMT

All you've got to do is ask. They are usually happy to apply a discount for long-standing customers.

Re: Customer Loyalty

w23 — Wed, 18 Jan 2012 12:30:05 GMT

Just don't tell everyone because if too many people get discounts then the prices will have to go up.

Re: Customer Loyalty

ChrisL — Wed, 18 Jan 2012 14:00:00 GMT

Be prepared to commit to another 12 months ... if you've been a customer for years, this doesn't usually hurt, and it impresses the people you're asking

Re: Customer Loyalty

adamwalker — Wed, 18 Jan 2012 14:10:44 GMT

I can't discuss it openly on here George but as mentioned do get in touch as we may be able to help you with that.

Re: Customer Loyalty

artmo — Wed, 18 Jan 2012 14:19:15 GMT

Looks like you have another satisfied customer on the way Adam

Re: Customer Loyalty

bobboulby — Wed, 18 Jan 2012 14:36:14 GMT

It's not really right that loyal customers should have to ask to get a better deal. The best way to keep your customers happy is to treat them fairly.
Bob

Re: Customer Loyalty

adamwalker — Wed, 18 Jan 2012 14:45:56 GMT

Quote
It's not really right though that loyal customers should have to ask to get a better deal

I don't think we're treating anyone unfairly Bob, it would be nigh on impossible for us to proactively define who is and who isn't a loyal customer then make some kind of gesture to all of them.
It's something we can discuss but you would need to ask first.

Re: Customer Loyalty

bobboulby — Wed, 18 Jan 2012 14:57:09 GMT

Some sort of offer based on how long you've been a customer would be easy to implement.
Like glloyd, I tend to think that existing customers get overlooked in the offer stakes. Just to add though that PlusNet are not the only company that do this !
Bob

Re: Customer Loyalty

kyber — Wed, 18 Jan 2012 15:45:41 GMT

I think it is reasonable to wait for a customer to ask. If the customer is not sufficiently bothered to make the call then they probably are not about to leave. There is usually a retention opportunity for those that do wish to transfer. The exceptions would be a low percentage I would expect. Does not make sense to do this proactively in my opinion.
That said, I think there is possibly a middle ground whereby some other gift could be issued in recognition from time to time. Raising of caps/ limits, a one off credit, a gift voucher. Need to avoid recomplicating the product range though having recently gone to the trouble of simplifying it. Key is to find something that has a relatively marginal cost, is appreciated by the customer and does not have an ongoing impact on revenue.

Re: Customer Loyalty

glloyd — Thu, 19 Jan 2012 20:19:21 GMT

Quote from: _Adam_Walker_
I can't discuss it openly on here George but as mentioned do get in touch as we may be able to help you with that.

Sorted, thanks.

Re: Customer Loyalty

christmas — Thu, 19 Jan 2012 20:36:45 GMT

Out of interest how many of the customers with PlusNet for more than 18 months are on tarriffs that could be reduced if they asked?

Re: Customer Loyalty

adamwalker — Mon, 30 Jan 2012 10:45:00 GMT

Sorry christmas, we're not able to share that information I'm afraid. However each and every one of those customers (unless opted out) would have received an email from us each time a new account type was made available.

Re: Customer Loyalty

christmas — Mon, 30 Jan 2012 11:33:51 GMT

Thank you Adam for the response.
I understand marketing people consider they are lucky if they get a 10% response.

Re: Customer Loyalty

reserved — Tue, 31 Jan 2012 13:39:18 GMT

Reading this thread prompted me to give COT a call and was immediately offered the discount that applies to new customers
Well done Plusnet

Re: Customer Loyalty

mapletree — Tue, 31 Jan 2012 14:34:12 GMT

IIRC there was an offer a few years ago to existing customers which reduced the monthly charge if you promised to stay for a while. I can't remember all the details now. However it wasn't well publicised as I only found out about it by chance and you had to ask.
FWIW A lot of companies give big discounts to new customers and charge their "loyal" customers more. I left the AA due to that. They
bumped my annual premium up by about 50% and offered only new customers a discount.
I wonder whether PN will give me a discount if I ask since I'm just moving to FTTC?

Re: Customer Loyalty

artmo — Tue, 31 Jan 2012 14:40:55 GMT

Worth a try mapletree. A lot of us have asked and been pleasantly surprised

Re: Customer Loyalty

Oldjim — Tue, 31 Jan 2012 14:49:34 GMT

I think they have my account on the blacklist - don't give him anything at all and then we might get rid of him

Re: Customer Loyalty

mapletree — Tue, 31 Jan 2012 14:53:50 GMT

I'd have thought it would be reasonable to give you a discount since you moderate these forums.