TV, I decided to call this company their slogan was “Quote me happy”. The images portrayed on the advert are of customers rolling around the floor laughing, and being very happy, with a telephone glued to their ear as they receive their quotation - and of the company’s call centre staff happily dealing with the customer’s enquiry. SO I thought I would give it a go..The first thing I was greeted with was an automated service!

Does that make me happy? No it doesn’t. The message also says that if you don’t want this to happen that all you have to do is tell the agent, when you do get through to them, and they will take you off the list. Do I trust that will happen? I eventually got through to the agent and asked for travel insurance. I explained that I didn’t want to give my details as I don’t want to be mailed with 20 million emails or letters and that I simply want travel insurance. Their reply was they couldn’t provide it to me as their process is to collect the data before the quote.

No. Were the people really friendly and happy? No. Were the messages happy? No.So why do marketing sit on one side of the fence and the people who deliver the reality sit on the other? The creative people in agencies and marketing have great fun in creating marketing campaigns without any thought to how these actually get delivered, and the subsequent impact on the Customer Experience. In my experience, most employees do not even know what their companies brand values are. These are something that marketing do. They mean nothing to the people in the front line.

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