On Friday I received an email from a computer at Telstra. It was an announcement that mainly caused me to shake my head in dismay.
The subject line reads: See our new brand before Australia does
True dear reader. Apparently rebranding is the priority of the company that specialises in regular service outages, digitally disrupting businesses from functioning, preventing kids from doing homework and generally stopping people connecting in the connected world.
Someone needs to explain to Telstra what digital disruption really means.
The disruptions have happened so often that Telstra’s compensation offer of a free data day, now falls on deaf ears. Australia (to use Telstra’s collective noun for all people and businesses in this country) is fed up – we just want our internet and phones to work. After all that’s what we pay for. Well we pay more than that – if we want Telstra to mail monthly invoices to us, because we cannot rely on their internet to deliver it by email, we have to pay north of $3 an invoice. If this was a third world country there’d be riots in the streets.
The email content states:
There is nothing more important to us than our customers, so before we share the next chapter of our brand story with the world on Sunday night, we wanted to share it with you.
On what planet do these people live? What Telstra customers have bookmarked the Telstra brand story, anxiously awaiting the next chapter for their reading pleasure? Change hands please, we customers are begging you.
The message continues with a link to a video and a subtitle “Click to watch the film“. As they say, the devil is in the details and I suspect if you click you’ll watch a video not a film.
This ignorance of small data is what Telstra is famous for, apart from digital disruptions. Here’s an email Telstra sent to me two days before Friday’s rebranding message.
The subject line reads: Malcolm, here’s a hot deal on a Samsung Galaxy S7 and Tab A 8.0
There’s even a free footy pass for the two codes I don’t follow – just another small data glitch…
Note to Telstra: I am currently about six months into a two-year iPhone plan with you. Why would I even consider switching to a Samsung now?
The computers at Telstra must know what phone and plan I’m on – aren’t I one of those customers referred to in the rebranding message – who are supposedly more important than anything else?
This is the simplest and smallest of data – a customer’s record. How does Telstra continue to get things so wrong? Why is mediocrity such a respectable KPI at Telstra?
But hey, why get the small customer data correct when you’re doing a rebrand?
In case you are waiting with baited breath dear reader, the rebrand is all about the magic of technology. And I must say it does reflect Telstra’s technology – it magically disappears when you want to use it.
You can watch the magic of technology here, or maybe you can put the garbage out, you’re call.
As a shareholder I’m so pleased Telstra is focusing on rebranding, rather than providing a service that works when I need it to. That’s sure to keep the analysts and the customers happy.
Gotta go – need to put the garbage out.