It already looks like the community managers are doing this, but a consistent message throughout the brand existence is crucial. Customer confusion is one of the primary reasons individuals choose one provider of the other. I would love to see a Canadian telecom focus their marketing on their service rather than blatantly attacking other firms - ie. no colourful couches :). Positivity wins it for me!
Yes and it would be even better if when something changed everyone knew about it at the same time or close to the same time. When I call Fido and tell the rep their plan has changed...and they tell me I don't know what I am talking about and I have to direct them to fido.ca well.....and I hate the whole red/blue couch thing too. I don't believe either side!
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