When can we expect answers to Questions solicited by Peter Jackson?
James, Has Peter Jackson left PlusNet? Am I mistaken in believing that Peter was tasked by "The Boss" to solicit these questions with the implied commitment to provide answers.
It is important for us to know if there has been an intellectual coup at PlusNet. The current products have completely reversed the Policy Precepts that had evolved over the years (with the exception of the run up to the sale to BT when Lee and his cronies bled the company to near death).
If Anthony's mandate is to impose BT's (unsuccessful) businiss ethic, processes and products on us then we the customers would be foolish to sign up to any contract of duration longer than 30 days. If Anthony has a strategy for PlusNet that he can share with us then let him come out and do that. If (as I believe). he has no independent strategy and is simply fending off the spears and arrows being shot at his back then close this dialogue now.
As I have said before, Anthony didn't have to give us answers. But that was before he tasked Peter Jackson with soliciting these questions. Now, he does owe us answers and within a reasonable timeframe which has now been well exceeded.
It is important for us to know if there has been an intellectual coup at PlusNet. The current products have completely reversed the Policy Precepts that had evolved over the years (with the exception of the run up to the sale to BT when Lee and his cronies bled the company to near death).
If Anthony's mandate is to impose BT's (unsuccessful) businiss ethic, processes and products on us then we the customers would be foolish to sign up to any contract of duration longer than 30 days. If Anthony has a strategy for PlusNet that he can share with us then let him come out and do that. If (as I believe). he has no independent strategy and is simply fending off the spears and arrows being shot at his back then close this dialogue now.
As I have said before, Anthony didn't have to give us answers. But that was before he tasked Peter Jackson with soliciting these questions. Now, he does owe us answers and within a reasonable timeframe which has now been well exceeded.
Quote from: SGTE So, let's not take on board the majority of PUG concerns, just roll out the contracts and take the flak = a witless business management. With such educated, and vocal too, commentary within these fora - surely - it is wise to float the ideas out to THEM FIRST? Does it need costly market research? The best, and most cost effective, market research is within a customer base.
At the time of writing we have 10438 forum users, many of which won't be regular forum goers. Us forum dwellers are typically more IT orientated than the average user. Similar could be said for the Usergroup whom I'm sure wouldn't mind me saying are more IT literate than most. Take up of the new products has been good, perhaps moreso with new customers than existing ones, but this is a 'switchers' market after all and we don't want our customer base to remain static. Having said that though a lot of existing customers have also embraced the new products.
Please don't get me wrong, we care massively for our existing customers. Without you guys, and without the Community you're all part of we wouldn't be the Plusnet we are. Let's not forget though that those posting on our forums only make up a fraction of our customer demographic. It would have been nice to have shared our intentions publicly before the product launch but we wanted to make a bit of a splash and there are often commercial and marketing reasons why we wouldn't want to 'let the cat out of the bag' to early so to speak.
A lot of time and effort went onto the product refresh. It was never going to satisfy everybody but we certainly didn't set out to disregard and alienate our loyal customers.
Quote from: Wheel_nut James, Has Peter Jackson left PlusNet? Am I mistaken in believing that Peter was tasked by "The Boss" to solicit these questions with the implied commitment to provide answers.
No, but he is on leave this week. AFAIK he's technically on leave next week too although he did mention to me that he'd be working half days (that's dedication!)
Quote As I have said before, Anthony didn't have to give us answers. But that was before he tasked Peter Jackson with soliciting these questions. Now, he does owe us answers and within a reasonable timeframe which has now been well exceeded.
The time frame hasn't been great admittedly, but the answers *will* be forthcoming. As James has already inferred, we're all really busy at the moment so all we can ask for is your patience. I'm sure Anthony wants to make sure the answers to your questions are as concise as possible with as little margin for misinterpretation as possible. After all, you guys can be a scary bunch at times
If I'm completely honest, I'm not as confident as James that all the answers will be forthcoming by close of play tomorrow but we'll certainly try.
Quote from: Bob
.......... Having said that though a lot of existing customers have also embraced the new products.
I'd hazard a guess and say they are all on Market 3 exchanges!
Quote from: Bob ......Take up of the new products has been good, perhaps moreso with new customers than existing ones, but this is a 'switchers' market after all and we don't want our customer base to remain static.....
I could understand if PN wants to increase it's customer base - but "not static" carries the implication that you have customers who you would like to lose!
Quote I'm sure Anthony wants to make sure the answers to your questions are as concise as possible with as little margin for misinterpretation as possible. After all, you guys can be a scary bunch at times
Can we have accurate and complete answers please - conciseness is not a major requirement.
Quote from: Bob ....
Please don't get me wrong, we care massively for our existing customers. Without you guys, and without the Community you're all part of we wouldn't be the Plusnet we are. Let's not forget though that those posting on our forums only make up a fraction of our customer demographic.
I think really says it all. We are a vocal minority and as such not very high on the priority list, especially those of us who are on a monthly contract so don't have that financial tie in the Plusnet would like us to have. As it is now Friday at least Plusnet have the opportunity to prove me wrong today!
Quote from: Bob A lot of time and effort went onto the product refresh. It was never going to satisfy everybody but we certainly didn't set out to disregard and alienate our loyal customers.
I've highlighted what I think is the key issue here. Plusnet has enjoyed a long and steady growth with a loyal set of users (apart from the disastrous period when the company was being milked prior to the sale to BT). Growth was largely generated by referrals.
Will the users the the new products attract be as loyal, or would they be off again when another company starts promoting cheaper deals? Plusnet obviously don't think the new users will be loyal and that's why they are locking them in to 18 month contracts. In two years time this company could be in big trouble!
I'm waiting to see how many complaints arise from new users who didn't realise they had signed up to an 18 month contract.
Will the new users generate as many referrals? That we will have to see, but we've seen plenty of evidence that existing users are referring less because of the contract lengths.
