Hey all, its time for the "what do you think of the moves that DirecTV is making at this point?" every other month entry by their SVP of Customer Care, Ellen Filipiak.
What I'd like you to do this time is to judge on the merits of the actions, rather than the authenticity of the entry. What do you think of their actions. Enough? A start? Bogus? Good to go? Let me (and actually Ellen. Her email is below), know what you think and I'll make sure that we move ahead. I'm not commenting because I'm curious as to what you think. I have an opinion and will voice it sometime soon. But first, you guys.
While many of my previous posts have focused on changes we have been making in our in-bound call centers, I would like to share a successful collaboration where listening, responding and working with some of our most enthusiastic and toughest customers not only has helped turn our HD DVR into a much better product, but has opened the door to many other conversations about our business.
A full account in their words can be read here:
While this dialog initially focused on improving our HD DVR, it has led to more constructive conversations about our service.
Thousands of customers now volunteer in a Cutting Edge forum run by our customers (see http://www.dbstalk.com/forumdisplay.php?s=&daysprune=-1&f=82), to try out our new software before it is launched. They tell us what works and what doesn't, and allow us to learn what features are most important to fix with the documented detail our Engineers need to isolate problems faster.
The successful collaboration with our customers continues today with our recent HD channel expansion and refining our national DIRECTV on Demand rollout.
Building on this success, we sought out the strongest customer voices online talking about DIRECTV to hear their criticism and provided a platform to ask questions, get clarification and connect with top experts internally to share what they have learned with the thousands participating in their communities. In turn they have provided us threads to affected customers, set up forums to track specific issues, and created polls in their communities to highlight features that they enjoy, need improvement or provide us a pulse on issues our customers care about. Many knowledgeable customers from these communities also participate in our Technical Help Forums (http://forums.directv.com) to assist customers just joining or learning more about DIRECTV to find quick solutions. Some of these customers are unaware of their enthusiastic discussion forums, so our forum provides a strong bridge to their various customer generated communities.
We are now reaching out to our installation techs by providing them a venue to share ideas to improve installations and interact with our field management so they can see "warts and all" the issues impacting customers most.
As you know, it can be tough to embrace criticism and cut our teeth on Web 2.0 each day, but it's the right thing to do. And as I've said in previous posts, we recognize that we still have room for improvement and we are confident that the relationships above are helping DIRECTV close those gaps.
SVP Customer Care