Mobile Networks and Engagement on Twitter

Posted by Ricky Chotai on 12th May 2009

Tagged as: , , , , , ,

o2ukofficial OR 3mobilebuzz OR vodafoneuk - Twitter SearchThis post is based on the 5 network operators here in the UK. I did not expand my research into the MVNOs and foreign operators, however if you do have more information feel free post to below in the comments.

Over the last few weeks Vodafone have been running a twitter hunt, where they have giving away some HTC Magic handsets. To be in with a chance follow @VodafoneUK where clues are tweeted on a daily basis. When the competition was in Manchester one of my friends when down to the store, to try and win, sadly he did not win however what was more frustrating was that Vodafone did not engage with him offer him discount on a contract or give a demo of the phone. This in my view is crazy here are people who have come down and Vodafone have simply ignored them.

When he got home he tweeted about Vodafone’s lack of interest; however Vodafone still did not acknowledge the point he was making. We were then talking about engagement on twitter, and he commented how well he said o2 UK (@o2ukofficial) was doing in talking and listening to its customers on twitter.

3 UK also have a twitter account (@3mobilebuzz) however this service is less about talking and listening to customers and more about publishing information about Three’s latest product and services.

Out of the three networks above O2 seem to be the ones who seem to be really listening, and they told me they read all messages that are sent by DM or reply and if necessary try and help if possible.

It shocks me that T-Mobile and Orange don’t have a twitter account, aren’t these guys in the communication business? In my view someone is more likely to tweet that they had bad or good service then send an email, I think it is a fantastic way to get feedback on your service.

The real question is should the mobile networks be monitoring twitter? Should they be stepping in if necessary to help out with issues?  Really Mobile’s own James Whatley does something similar in his role at Spinvox, and as a result, SpinVox are able to do deal with customer feedback in ‘real time’.

What do you think?

Twitter Tweet This | | Short link: http://trmp.tv/?p=295

  • T-Mobile did have @TMobileSharing. Not sure if that's official or not - last tweeted in November.

    You forgot to mention how @o2ukofficial reads TRMP! Hi O2! (http://twitter.com/o2ukofficial/status/1763668505)
  • http://twitter.com/o2/status/1763668505
    O2 has since changed its name but yes you are correct TRMP is read by o2!
  • *Waving* Hello O2 people! Nice Dome :-)
  • @TMobileSharing was started in an official capacity by PR agency NixonMcInnes to coincide with the launch of the G1. As far as I can see T Mobile were not really taken with the idea of listening to customers hence the lack of activity. Judging by my experience as a TMo customer, and by many posts I have read on a variety of mobile sites they are unlikely to give a toss about their customers in the near future.
  • Agree with you there as T-Mobile Customer My self!
  • HelloJP
    Dome? Whyiaughta....

    There's TMobile_UK on Twitter, but they're unofficial.
  • Disappointing to see that Vodafone didn't follow through with a potential customer that made the effort to get involved in one of its campaaigns.

    It's even more surprising that they didn't respond to a negative piece of feedback on Twitter, as I'd say Vodafone probably has the largest presence there out of of all the operators.

    While compiling a piece on UK brands on Twitter back in Jan, I couldn't find Orange or T-Mobile either. I'm amazed they STILL haven't caught on.
  • You got a link? Would be good for reference.

    Maybe see how far we can get into 2009 before they catch on.
  • This is a typical problem when companies soundly start engaging in one part of their campaign with consumers via social media but the organisation as a whole is not ready to do it.

    Seth Godin has written about it in his book Meatball Sundae, where he compared the old company as a meatball and the new marketing initiative as Sundae. They do not fit together at all and in the end frustrate the user as in the given example. If you want to do it you have to do it completely with every aspect of your organisation.
  • I'm not sure that's entirely correct Benedikt.

    Yes, you need to have full understanding across the company. I agree with that much.

    But to have social media as part of every aspect of your organisation?
    It works for some, but not for all.

    The answer to ANY company wanting to know if they should invest in social media is always, ALWAYS:

    "It depends."

    Cheers,

    J
blog comments powered by Disqus