Posts Tagged ‘Fuzion’

Get Results – Complain Online!

March 1, 2010

This is just a very simple follow up piece on an issue that I was having with Eircom, which was dragging on and on forever.

Basically I was pretty much getting no satisfaction, I was being passed from pillar to post and getting nowhere fast.

In the meantime I read an interesting article about how many years ago a guy in the States blogged about lousy service he had received from Dell Computers. Once he had blogged the post was noticed online and soon there was an avalanche of people with the same problems & eventually Dell spotted the commotion, reacted and more importantly took the issues on board and sorted out some serious issues they were having.

Eircom

Eircom Business

I took the same approach and put my frustration on my blog (I circulated this through Facebook & Linkedin) and found that while no one in Eircom was listening through the normal channels the story online was quite different!

Within hours I had a guy onto me directly from Eircom responding to my blog post. The issue that had been dragging on forever was sorted within a week (well hopefully, when I get the credit I will know it is sorted).

On the positive side the issue was sorted, on the negative why did it take an online post to get a reaction?

The power of online media ..

Greg Canty is a partner of Fuzion Communications

Have we less to say to our Customers?

February 15, 2010
Billboard Advertising

Billboard Advertising in Ireland

I am amazed by the amount of empty billboards that I am seeing around the country at the moment.

In what I consider to be quite a good location quite close to where we live there are three billboards and they have been empty pretty much since the start of the year – eventually this weekend two of them were filled.

There are clearly huge cutbacks going on by the big mainstream advertisers.

Why did we advertise last year? The year before?

Is now a time for advertising less?

Is now a time for not talking to your customers?

Greg Canty is a partner of Fuzion Communications

What would Darwin think of Nama?

February 9, 2010

Charles Darwin the English scientist who passed away in 1882 had a very famous quote “It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change

What would he make of our property industry? In the muck for the best part of two years and no new initiatives, besides reducing prices and passing the buck from the developers to the banks to Nama. Is this the best that we can do?

Greg Canty is a partner of Fuzion Communications

Eircom Business – Are you listening to your customers (part 2)

February 8, 2010
Eircom Business

Eircom Business

This is a really strange one.

If you recall on my last blog on this issue I was sharing a huge frustration that I was having with Eircom Business for quite a while and quite politely getting nowhere fast.

I am not sure if this is good or bad? – Eircom actually responded literally within hours – ‘to my blog’ and not to my actual complaint.

The caller from Eircom Customer services, quite a nice lad Vince wanted to know in detail the nature of my complaint – this I guess is good?

Eircom cared enough to track what was being said by customers online and responded by tracking me down and listening to what I had to say.

On the negative side you must wonder why the ‘official’ channels don’t seem to work as well as the ‘online’ and unofficial public channels.

The issue still isn’t resolved, which is quite staggering, but I did get a response, which I guess is hopeful at least.

I will keep you posted ..

Greg Canty is a partner of Fuzion Communications

Michael Courtney Tribute

February 1, 2010
We will meet again

We will meet again

Last week (26th January) a man that was very special to us sadly and unexpectedly passed away.

We were working together on the Hugh O’Flaherty Memorial Committee in Killarney for the last two years. Michael Courtney, a Councillor in Killarney and Chairman of the Committee brought energy, warmth, commitment and a unique sense of humour to the project. The whole team have made terrific strides since we began the project and in Michael’s honour we will be even more determined to achieve our ultimate goal.

Michael always appreciated our input to the project and thanked us  in such a way that made you always feel very special.

We will miss him greatly at our meetings and we will especially miss the cup of tea afterwards in the restaurant at the International Hotel, where he always spent half the time chatting to pretty much everyone who entered the restaurant!

Michael, thank you ..

Greg Canty is a partner at Fuzion Communications

Blackberry Problems

January 3, 2010
Blackberry - Rollerball Problems

Blackberry - Rollerball Problems

I heard before about a blog that was written by a guy about terrible problems that he was having with his Dell computer, which resulted in a huge reaction from others and eventually a reaction from Dell itself.

I am having a simple problem with my Blackberry, the rollerball is sticking. Ok, small problem but I can’t check texts, emails without spending ages repeatedly rolling and rolling and rolling.

Of course I popped into an O2 store who told me that there was a problem but it would have to be sent away for a week for repair. I have too much information on it and use it too much. I will probably be given a new one but you always end up with a huge pain in the backside of transferring contacts and losing some photos etc.

The friendly guy in the O2 store “off the record” suggested using a pin to poke out the rollerball and then use some cleaning materials on it. I failed miserably at my attempts to squeeze the rollerball out.

I should have known … I had the same issue with the previous model and still agreed to switch to this one!

I put my trust in a Google search to realise that loads or people are having the same problem – surely Blackberry know that this is a huge defect but are not dealing with it officially.

I have decided to switch to an iphone but as an experiment I am writing and tagging this blog to see if I get any reaction from Blackberry!

Blackberry are you listening to what is being said about your products online?

Let’s see !

Greg Canty is a partner of Fuzion Communications, Marketing & PR

2009 – The Ultimate Business Boot Camp?

December 22, 2009

2009 – The Ultimate Business Boot Camp

Pretty much anyone who survived business in 2009 has had to dig deep, start operating really efficiently, offering good service and value and genuinely appreciating their customers. It has been normal and a matter of course to demand the same from suppliers, looking for value and quality service from everyone. Business practices have had to be sharpened in every area – to survive the services provided have had to be excellent and no longer just ok.

We have learnt more about ourselves this year I suspect, our resilience, our adaptability, our ability to deal with adversity and worry, our ability to work even harder, our customer knowledge, our staff motivational skills without writing cheques, our negotiating ability and even our credit control skills!

Has 2009 been the ultimate Business Boot Camp?

My dad was in the US army for 2 years and he always talks about how the Boot Camp period at the beginning was absolutely terrible but he will always say how is was totally valuable and necessary.

While it was incredibly challenging and really tough we are now better equipped than ever to face the future and reap the rewards of the upturn when it comes. I look forward to it!

Greg Canty is a partner in Fuzion Communications

It will get better when we stop saying it will get worse.

November 30, 2009

Brian Cowen - Fianna Fail

Getting Better

It will get worse before it gets better!

What was he thinking when he said this?

I am talking about Brian Cowen of course, the leader of our government, the leader of our country.   I consider myself to be one of the very lucky ones in the last week with the floods. Except for a leaky roof in our office and a lack of running water, no floods and pretty much business as usual.

It is difficult to empathise with people who have had their houses flooded and their livelihoods effectively ended or at least seriously threatened due to the floods. What is it like to be exhausted after days of battling with flood water, struggling with no water to drink or wash, trying to clean up and rescue what you can from the debris? I can only imagine.

In that position I imagine I want to hear things like: “Don’t worry, you will be looked after”, “We will have it all sorted really soon”, not “It will get worse before it gets better” – that must make your hole seem ever deeper. Hope or despair?

Come on Brian, have some cop on will you? Bring people hope not despair. Besides managing how about leading for a change?

You made the same comments after the last budget – why do you think most of the country is half petrified about the economy and their livelihoods. Confidence and positivity will bring optimism, will loosen the purse strings and assist recovery not “It will get worse before it gets better”

It will only get better when we stop talking about it getting worse..

Greg Canty is a partner of Fuzion Communications, Dublin & Cork

The SuperValu Girl!

November 28, 2009

The SuperValu Girl !There I was shopping basket in hand at my local supermarket picking up a few bits for a night in watching TV and all of a sudden I spotted her! This was my moment at last..
As a happily married man this might sound very suspicious but let me assure you that there is nothing sinister about it.
You see, this day was a special day, in fact a very special day.
Liverpool had beaten Man United that morning and I knew the SuperValu girl was a Man U supporter and for once I was able to have a little fun with her, with me being able to take the upper hand eventually. She spotted me coming, threw the eyes up to heaven and just took the teasing like any true fan!
I pick up bits and pieces in the store on a regular basis and as a result would be quite familiar with some of the staff and this girl in particular. She has a pleasant word to say to absolutely everyone from young kids to quite old customers and she always seems to be in good form, even when Man United lose to Liverpool!

The store might be a little bit more expensive than the local Dunne’s or Tesco’s, the selection probably isn’t as good but at the end of the day you just can’t beat a good atmosphere created by efficient and pleasant staff.

The SuperValu girl and all the other really good staff in stores and different businesses all around the country are worth their weight in gold, more than any marketing campaigns can hope to achieve. Campaigns are terrific at communicating what your business is all about but the proof is in the eating. Excellent staff are the best marketing of all.

…so even though we are on a bad run of results I will still bravely return, do my shopping and look forward to the chit chat with the SuperValu girl.

Greg Canty is a partner of Fuzion Communications

A Merry Irish Christmas and a Happy New Year?

November 21, 2009

Bah humbug – we have just seen the NAMA legislation passed by the Dail and we are about to face a round of public sector one day strikes with the government and the unions both posturing in a serious game of who has more bottle for a battle as we nervously approach the second Budget day this year. Who knows where all of this will lead and how it will affect us? For the most part we are quite helpless with little enough ability to influence anything. Are you as fed up with all of this as I am?

The one thing that we can be sure of is that Christmas is around the corner and as with every other year since we can remember we will all be stretching our budgets on presents for loved ones and friends and even gifts for our customers and staff who will have looked after us during the year. As always we will indulge in extra treats for ourselves and for our home between food and decorations… Merry Christmas, we deserve it!

How can we take this opportunity to take some small element of control of our circumstances and positively influence the economic environment around us and help not only to make it a Merry Christmas but also a Happy New Year?

My simple challenge is that we all consciously influence that spend on our Christmas budgets will be on Irish products and Irish services as much as possible. Without a doubt there will be less spent this year compared to last year but at least if we consciously Spend Irish, the money will stay in circulation in Ireland with more money in the country coffers come January, which will help kick off 2010 in a really positive way.

Ok, this may sound very noble and patriotic but when it boils down to it are we really going to be able to do it? .. I think so.

Let’s have a look at the typical shopping list:

– Books: Irish books by Irish authors by Irish publishers – make the effort to specifically choose Irish where possible. There are some fabulous books available
– Music & DVD’s: given a choice can we vote for the Irish artist, comedian, movie?
– Vouchers: can we opt for the restaurant, spa treatment or weekend break instead of an alternative?
– Turkey & Ham: make sure these are from Irish suppliers, that should be easy
– Other foodstuffs, relishes etc: Irish all the way, there is plenty of terrific choice
– Booze: which brands are produced in Ireland? – can we substitute our favourite for an Irish alternative? Cork Dry Gin isn’t a bad substitute for Bombay!

This list can go on forever but if we consciously make it our business to choose for the option that keeps money in Irish circulation then, that is better for our economy, for jobs and ultimately for us.

And how about thank you gifts for customers and staff?

If you are in a position to allocate budget for Christmas gifts then consciously choose gifts that are Irish, Irish food and beverages, Irish vouchers, Irish books, Irish Christmas cards and so on. Without too much effort we should be able to easily steer all our precious Euros towards Irish products and services. Many of the hamper suppliers specialise in Irish products.

Where it just isn’t possible to choose an Irish alternative (Transformers and Hannah Montana and nothing else will do!) you will at least help the cause if you carefully choose how and where you purchase these products. You can help keep more money in the country by supporting our retailers or if you shop on the web try to keep the business for the Irish providers.

The retailers and Irish web retailers can also play a huge part in all of this with their choices about the products that they decide to stock this Christmas and how these are displayed and promoted. Purchasing behaviour can be significantly influenced by the retail space the products are given, by products featured in window displays and adverts and by the products featured on the home pages of the websites. Suppliers and retailers should proactively work together to ensure that Irish products are given a fair crack of the whip or even a significant advantage. How bad? – We will all benefit.

Recession or no recession, a huge amount of money will be spent between now and Christmas
…so when you are making your list this Christmas, try to check it twice and where possible decide to keep as much as possible of that money in Ireland, have a Merry Christmas and help to make it a Happy New Year!