Orange ‘have too many customers’!


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Fabulous Business Drivel here: I heard from not one but two separate telesales operators this week at Orange!

I asked them why, after being a customer for 2 years, they didn’t call me to ask if I wanted to renew my contract with them.

Their reply to this question:

  • Operator 1: we have over 20 million customers: we can’t possibly speak with them all
  • Operator 2: we have over 1 million people out of contract at any one time: we can’t possibly speak to them all

Joyous joy of joys: I will have to make sure I record them when I next speak to them! Of course, I’d suggest the truth is: they wanted the contract just to carry on, so they could make huge profits without having to upgrade me, or even speak to me (heaven forbid!)

And when I tried to phone their Exeter store (twice) … the phone rang out both times!

There’s a simple answer to all this of course: get rid of some customers, then perhaps you may be able to treat them properly.

And this from the Organisation that proudly states on it’s website: Jackie O’Leary, Chief Customer Officer at Everything Everywhere, said: “It is our goal to create the best customer experience in the UK so that customers can trust us with their digital lives.

fabulous marketing bollocks!

Oh, and by the way, where I live it’s nothing like ‘everything everywhere’ … it’s much more like ‘nothing anywhere’!

Republished with author's permission from original post.

Guy Arnold
Guy is the author of 'Great or Poor' ( ) … a simple and effective system for delivery of consistent and continually improving customer experiences, 'Go the Extra Inch' the effective way to empower your people, and 'Sales through Service' ( ) how to sell more through repeat business, referrals, round sales and reputation (the 4 R's). Guy helps Organisations large and small to systematically make more sales for lower costs, through 4 simple principles.


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