First experience of Virgin Money turns me off...

Virgin Money Website
I should be a Virgin Money client. I’m not. Having had the pleasure of witnessing the effective Bling Bling Billboard campaign, I hit their website like a faithful sheep in search of an extended credit limit. My quick “I’m interested – hit me back” email received a warm-hearted, but blatantly incorrect automated response. Persevering, I tried again – and amusingly got the same automated response.

> -----Original Message-----
> From: Andy Hadfield
> Sent: Mon, 17 Jul 2006 17:58:21 +0200
> To:
> Subject: interested...
> would be interested...
> 083xxxxxxx

> ----- Original Message -----
> From:
> To: "Andy Hadfield"
> Sent: Monday, July 17, 2006 5:59 PM
> Subject: interested... [EC: 3CA9E7DD]
>> We hear what you say and we will take your feedback to heart to make sure
>> you get the service and products you deserve!
>> Thanks a bunch!
>> The Virgin Money Team

As Marketers, we’ve got to remember that technology is an enabler, not a barrier. Virgin got the message a little closer about 4 days later, but merely redirected me back to the same site I visited in the first place. Still no human on the other side of the @ sign.

Companies have come to expect a lot from technology, but they still seem to forget the human nature of communication. How about categorising your enquiries coming in, so you can automate the RIGHT response. Or data basing them and setting a call back cycle (they pinched a couple of our call centre agents – so they’ve got to have a potent inbound offering!).

Hello? Virgin Butler? All I wanted to speak to was a human…


  1. OK OK OK. So this is the first official posted response to Cowboys and Engines.

    Virtual Works have redefined the way we see our business and we look forward to a mutually beneficial relationship for years to come.

    About the Virgin Money. Like the sheep with their iPods. We will watch the Blinggg and the Blahhh (Money & Mobile) closely as it continues to take the SA market by storm.

    South Africans have disovered revolving credit in their wallets and minds, and I am convinced that plastic-fantastic is going to continue to burn the wallets of South African consumers.


  2. Talking of the Blahhh, I recently received a call on my cell from an automated script:

    "You have been pre-approved for a cellular contract. If you would like hear more about this offer please press 1" or something to that effect. Following which I was connected to a call centre agent.

    What is Richie Rich playing at? - Virgin Marketing?


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