When BE broadband recently went ahead with a total redesign of the company’s website there were high hopes for the future. However, within just a few days it became apparent that the redesign was incomplete, often difficult to understand and ultimately prompted a massive number of e-mails from disgruntled customers. When you consider that the new website design did not actually explain that BE broadband is a broadband service provider you can begin to understand why some customers were disappointed to say the least!
However, rather than stick its head in the sand the company has taken on board the massive feedback (much of which was negative) and begun to communicate more with customers. There are a number of online “webinars” planned for the future which will give both existing and potential customers the chance to put forward their thoughts and opinions. While BE broadband has to some extent suffered from the backlash created by the new website the company has managed to maintain contact with significant numbers of customers and put their fears to rest by taking on board their criticisms.
In the competitive world of Internet broadband in the UK it is vital that all companies make every customer feel part of the overall package because if you can leave your customer believing that their opinion is valued then literally the sky is the limit.