Today's random thought: Wouldn't it be great if you could search by seat (or block of seats) for theatre shows, cinema etc, because sometimes you don't really care when you go, but do care where you sit. Especially if you're shelling out loadsa money for tickets.
So, for the first time in a long time I got hit with a direct debit and overdraft charge because sneaky T-mobile took my cash out before the 1st of the month. I probably shouldn't have been living so close to the edge but since I reduced my overdraft to £200 I flirt with danger all the time. I got charged £25, which we know isn't representative of the cost to the bank. It seems that despite the ruling and banks having to repay unfair charges, nothing much has changed.
I know that Ryanair don't pride themselves on customer anything but I paid £48 for web check in and card charges for some flights (I had to fly Ryanair as they are the only people that went to the destination). Now the Office of Fair Trading are on their tails. And rightfully so. I hope you can claim retrospective charges back as in the case of the banks.
I'm guessing that this has come about following a huge volume of customer complaints. I myself wrote to the OFT about my Ryanair charge because it was so unbelievable (I also wrote to them about BT charging to not make calls but apparently that's legal).
Anyway, I digress. If that charge had more closely represented the cost to the company I probably would have paid it, never complained, and paid it again next time I used the company (I havent even taken the Ryanair flight yet, but i'm already hoping that this is never). The same with the banks. if you got charged a fiver, you probably wouldn't even notice, let alone complain.
So the moral of the story? Only be a little bit greedy? Shock horror, charge fairly?
We were having a discussion about CRM the other day, and ASOS/Net-a-Porter came up in conversation as examples of brands who do it well. The more I think about it, the more these brands don't seem to have a very intelligent system powering their email communications.
For those that aren't customers of either site, the slew of emails is pretty relentless. Asos favour a mixture of magazine style and promotion comms (buy before 6 to get free next day delivery) and Net-a-porter tend to stick with featuring products. Both are internet-based companies, so I would expect them to have a lot of data about how I shop. But neither seem to use this information to tailor their communication to me.
For example, shouldn't Net-a-porter have an idea of my style profile and the designers I would like from the stuff I've previously bought? Something similar to the Amazon recommends algorithm. Shouldn't it know that I never buy anything over £300 and therefore not offer me £1000 dresses but instead £350-400 items, on the limits of my affordability. Shouldn't they know I generally make sale purchases and rare purchases around pay-day and send me timely messages when I'm itching to spend. I've just opted out of communications because the messages aren't relevant anymore.
The inbox is even more of a battlefield than the adbreak, but email communications seem to be lazy. Have the vision, get the geeks to build it, and watch the cash roll in.
Something that @kaigani tweeted a couple of days stuck with me. Basically, new Ping Pong staff wear t-shirts that announce that they are new. I agree with Kai, this is something I'd like to see a lot more of.
I have a little rule: because I complain so much when brands are bad, when they do good I have to praise them. A little while ago I moaned about Browns canceling a purchase because their site doesn't update quick enough. A similar thing happened with Cooshti - but they were smart enough to blame it on a stock miscount - but they gave me a 10% discount voucher as apology. It's the little things. I'm no way near as annoyed with the store for being out of stock, and have added incentive to shop there again.
Things like this make me happy. This is the back of the Harvey Nicks despatch note: Basically you can take it to the post office so you don't have the extra inconvenience of filling in a proof of posting (and special delivery postage is covered by the store). Yes, it's pretty sad that things like this make me happy, but as I've said before and will doubtless say many more times, it's all about the detail.
What's not so good is that I sent the item back on Tuesday and I've still had no confirmation that they've received it or when they're going to process my refund. Hmmm. By internet time that's pretty slow. So 1-1.
One part truth, two parts mixer is a digital notebook for Priyanka/@pristyles. Yes, you've reached another planner's blog - but it's mainly full of random thoughts and pretty pictures.
If you're reading, hello - it's nice to meet you.