Proposal for a "Customer" Panel

[Sociable]

OK as suggested I repeat here the stage we had reached over at .com before being so rudely interupted.

Special thanks to Pem btw as it was him that was able to dig out this copy.

***************

OK getting back on topic.

What we have so far is the concept of creating a panel which would comprise representation from NTL (in the form of an appropriate manager), representation from the Admin Team (to ensure any issues concerning the forum are included in a workable way) and finally representation from the membership of the forum in the form of a nominated/elected Customer Rep(s).

I would envisage this tripartite meeting being held about once per quarter, but possibly more frequently should this prove to be an even better success than I think it will be.

Selection of the Customer representation would be based on the specific topics due for discussion as it makes sense to have people with both an interest in the issues and also an ability to articulate the collective consensus on those issues.

Therefore this would not be a permanent role but would pass to whichever member(s) seemed most appropriate at the time given the issues to be discussed.

I would add an extra criteria for this customer/user rep is that they must be willing and able to articulate where NTL are getting things right just as well as when they are not.

What we are looking for is supporting good practice and eliminating the bad just as much as discussing problem/issues with the products and services themselves.

The purpose of the meetings would therefore be to look for constructive ideas to resolve existing problems/issues not just with NTL's products and services but also the relationship it has with customers by allowing a positive dialogue to take place providing feedback both ways.

To ensure that the issues discussed and views expressed are truly representative of the wider customer base I would also propose that we make us of a monthly newsletter sent to the forum membership via the existing notification system. This could invite contributions and provide a channel for feedback to the wider forum membership as well.

This last proposal, if nothing else, would generate more active interest in the forum as members see we are actively involved in working in partnership with NTL to address outstanding issues. The newsletter will also provide a vehicle for promoting the day to day successes of the forum and also highlight the times NTL get things right.

So come on everyone what do think of the general idea of trying to build on the undoubted existing strengths of the forum and helping it thrive and prosper in the future?

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This is a straight repeat of the post from .com which was followed by a series of posts clarifying a few details but all generally not just accepting the basic concept but actually welcoming it.

I appreciate it may need refinement now to fit the new location but the key principles will still be valid.

I do know given today's fiasco the odds on acceptance to the idea by NTL is problematic but maybe just maybe they could find this a suitable way of saying sorry for that.

Anyway over to you guys n gals what do you think?

[etccarmageddon]

Originally Posted by Sociable

I do know given today's fiasco the odds on acceptance to the idea by NTL is problematic but maybe just maybe they could find this a suitable way of saying sorry for that.

Anyway over to you guys n gals what do you think?

well, just as this idea just came to fuition and everyone started to get along and talk constructively about it, the forum was shut down.

Therefore I conclude that closing down the forum was a tactic to burn down this concept/idea and not just the idea but the discussion and it was also a cowards tactic to promote hostility towards discussions like this when the site re-opens.

clearly Ashley feared this idea as there's no easy way to reject it and Ashley was afraid of facing up to a membership who voted for it and then asked it to be implemented.

[th'engineer]

Originally Posted by etccarmageddon

well, just as this idea just came to fuition and everyone started to get along and talk constructively about it, the forum was shut down.

Therefore I conclude that closing down the forum was a tactic to burn down this concept/idea and not just the idea but the discussion and it was also a cowards tactic to promote hostility towards discussions like this when the site re-opens.

clearly Ashley feared this idea as there's no easy way to reject it and Ashley was afraid of facing up to a membership who voted for it and then asked it to be implemented.

Think you might not be that far off the truth on that one

[etccarmageddon]

sadly the thread isnt here for us to reference but one point I made this morning was that in no way could anyones idea/concept be imposed.

it would have to be first voted on with a simple yes/no and if a yes vote is successful then nominations and a poll on who would be the membership representative.

[Fawkes]

Originally Posted by etccarmageddon

clearly Ashley feared this idea as there's no easy way to reject it and Ashley was afraid of facing up to a membership who voted for it and then asked it to be implemented.

How can you know that?

[etccarmageddon]

Originally Posted by Fawkes

How can you know that?

the reasons given for the shut down didnt add up.

http://forum.nthellworld.co.uk/showp...&postcount=141

[Sociable]

Originally Posted by Fawkes

How can you know that?

Actually I agree and think the reverse may well have been true in this specific case as it provided a "way out" of a lot of the earlier mistakes by NTL. More likely to be incredibly bad timing I think.

My experience of ashG was that he was at least always prepared to listen to an idea as long as it was both reasonable and reasonably put.

I suspect the problem was what happened to it after it after he passed it "upstairs".

[trebor]

Why would NTL want to let their customers have any say in what happens within the company?
why would NTL want to give the customers anything, they(NTL) appear to be very happy with things the way they are. and lastly if they wanted to improve anything they could very easily, there is no secret about what is wrong with NTL the whole world knows. the simple fact is NTL have no desire to change anything, their share holders are happy that's all that matters to them.

edit: it is a good idea but it would only work if NTL wanted it

Originally Posted by etccarmageddon

sadly the thread isnt here for us to reference but one point I made this morning was that in no way could anyones idea/concept be imposed.

it would have to be first voted on with a simple yes/no and if a yes vote is successful then nominations and a poll on who would be the membership representative.

yes I agree - that would be a good way to poll both interest in the idea, initially - and specifics as to 'whom', latterly.

- I can't help thinking that some of the aims of sociable's idea may be covered by the ntli.info project on here, specifically in terms of 'appropriate' representatives for particular areas? - but please don't take that as a negative comment, because I have to say, I was very impressed by the spirit expressed in the post(s).

The concept of an 'user representative' is a good one, imo - but I think 'there should be only one' - who should post the vote, btw & is "does the forum want a formal members representative y/n?" adequate - any other suggestions?

Originally Posted by trebor

Why would NTL want to let their customers have any say in what happens within the company?
why would NTL want to give the customers anything, they(NTL) appear to be very happy with things the way they are. and lastly if they wanted to improve anything they could very easily, there is no secret about what is wrong with NTL the whole world knows. the simple fact is NTL have no desire to change anything, their share holders are happy that's all that matters to them.

Sadly I can see what you mean.

If I was running NTL I can't really see why I would keep nthw.com nor why I would want a group of people from here telling me how to run my show.

What is the benefit to me and my shareholders ?

[Florence]

Originally Posted by pem

Sadly I can see what you mean.

If I was running NTL I can't really see why I would keep nthw.com nor why I would want a group of people from here telling me how to run my show.

What is the benefit to me and my shareholders ?

What would benefit the shareholders more is happy customers that stay and take out more services as they are available. Instead they have un happy customers that will move on to oher services as tehy become available.

[Sociable]

Originally Posted by pem

Sadly I can see what you mean.

If I was running NTL I can't really see why I would keep nthw.com nor why I would want a group of people from here telling me how to run my show.

What is the benefit to me and my shareholders ?

In my past life, before retiring from Social work due to illhealth, I was in Sales and Marketing at a managerial level both in UK based companies and large International organisations.

Two seconds comparing the cost of gaining this kind of positive constructive feedback by any other means would show this not just extremely cost effective but worth its weight in gold in PR terms.

[trebor]

Originally Posted by Kitty

What would benefit the shareholders more is happy customers that stay and take out more services as they are available. Instead they have un happy customers that will move on to oher services as tehy become available.

looking at NTL's share price it would appear the share holders are happy with things the way they are as well.
I don't think anybody would argue with the point of happy customers make a better more sustainable business, but alas this is something that does not appear to be in NTL's business plan. Maybe a long term business plan is not what ntl want.

[Sociable]

Originally Posted by homealone

The concept of an 'user representative' is a good one, imo - but I think 'there should be only one' - who should post the vote, btw & is "does the forum want a formal members representative y/n?" adequate - any other suggestions?

The basic idea was first get the concept of a "user/customer panel" accepted.

Then canvass for topics for discussion.

Then when an "Agenda" was set choose who best could "voice" those issues at any "meeting" with NTL.

Each step requires the cooperation and input from the membership and each step would require ratification by simple majority vote to confirm any percieved consensus was agreed to by the majority.

This might at times mean that more than one rep was appropriate if two completly diverse issues needed raising and no one person was able to adequately argue the points on both.

My suggested first item on any initial agenda would be for instance, "How can we help you to help us and vice versa?" but looking at the agenda further than that until the basic principle of the "panel" is accepted will only muddy the issue.

The same goes for nominating reps untill the agenda is agreed.

Its a step by step approach building on broad support at each step of the way.

Ambitious I know but fully achievable if we all work together in a spirit of constructive cooperation.

[Alanmelon]

Is it just me, or does all this seem to be getting a little out out hand? Yes, I agree with the sentiment, and the sense it would make to provide constructive feedback for the improvement of ntl's services, but;

- If ntl wanted to obtain such feedback, or wanted the involvement of it's customers it would have done so. I doubt that they will appreciate others trying to tell them how to run the show.

- As useful as the(se) forums are to those who need help, at the end of the day, they are just a couple of forums. They are not the gateway to a utopia, nor are they that important at the end of the day. I think people are getting a little too self important.

- Whilst the comments left on these boards may be from a representative sample of the population, the number of users, in comparison to ntl's subscriber base is a tiny proportion. It's also probably fair to say that the users of these forums (on the whole) probably do not represent the average ntl customer, but one which has had some kind of problem at some point, and therefore opinion is likely to be a little skewed.

Having said that, I'm just giving my opinion on the matter, I'm not one for telling others what to do, and if you all want to make the effort, then that's up to you.