Magazine article Marketing

Marketing Mole: We'll Call You - Very

Magazine article Marketing

Marketing Mole: We'll Call You - Very

Article excerpt

Mole was once a regular customer of Littlewoods Direct, but it has changed its name. We rang to find out what else was different about the new brand.

Very (Call answered by automated voice-recognition system, which takes more than a minute to navigate, before connecting to a call-handler.) Hello, good afternoon. You're speaking to (name), can I have your account number please?

Mktg Hi, I don't have an account number. I wanted to speak to someone at Littlewoods Direct, please.

Very I'll have to transfer you, bear with me one second.

Mktg (Holds.)

Very Hi, you're speaking to (name). I believe you wish to speak to someone regarding your account today, is that correct?

Mktg No, I just wanted to speak to someone at Littlewoods Direct.

Very We're no longer called Littlewoods Direct. Did you have a Littlewoods Direct account at all?

Mktg No, I just wanted to speak to someone about getting a catalogue. Am I speaking to someone at Littlewoods Direct?

Very Yes, but we have changed our name - we're now Very.

Mktg Oh, OK. I don't really understand, what is that?

Very It's the same company, just we do more online now than we did before. …

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