Inform customers of upcoming changes if they have been leaked and confirmed, or recent changes they could take advantage of

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  • Updated 5 years ago
Recently it has been leaked that Koodo will be implementing a tiered tab system, including a Tab small, Tab medium and Tab large. (http://mobilesyrup.com/2013/07/09/koo...) While Koodo did not authorize this leak, the MM's were allowed by Koodo to discuss it and even confirm it.(http://community.koodomobile.com/kood...)

My suggestion is to create a section on the website where current customers could learn about upcoming changes to Koodo and after a change has been implemented, obtain information needed to take advantage of the change.

I know there is a section on the E-Bill and regular bill to share important (usually billing related) upcoming changes with customers but Koodo seems to be all about options. From what I have seen Koodo implements new policies based upon community suggestions as long as they are reasonable ideas, well liked, and make financial sense.

So what do you think about having a button somewhere on the Koodo site that would allow for customers to view upcoming changes, or view recently changed policies.Thus possibly alerting them to options they would not know about otherwise but would want to take advantage of?
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Josh765

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Posted 5 years ago

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Curtules

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There are several reasons why Koodo doesn't have this. The biggest is that anything leaked isn't set in stone, accurate or even necessarily true.

Koodo could change the details at any time before the change is implemented or even decide that it wasn't a good idea and scrap it altogether.

As far as Mobile Masters being allowed by Koodo to confirm it, Mobile Masters don't work for Koodo, Koodo employees aren't eligible to be Mobile Masters, so whatever they "confirm" isn't necessarily true either.

Also, for competitive reasons Koodo won't offically announce any changes. It sure would suck for Koodo if they announced upcoming changes to Tab or whatever that they have been working probably for months to hammer out the kinks only to have Fido executives totally rip off the idea and implement it two weeks earlier, thus making it look like Koodo ripped them off to your average Joe.

Sit tight, if Koodo has any changes on the horizon you'll know for sure when everyone else does, when it's implemented.
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Josh765

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Curtules, thanks for the well thought out response :), those are amazing points against informing customers about upcoming changes.

I guess it is true that nothing is set in stone until it is released, although leaks tend to be fairly close to reality especially when there are official documents leaked.

The MM's have alittle more contact with Koodo about future changes even if it is only very close to the change being implemented so maybe something similar where the community could get a day preview, thus allowing people here to decide whether or not to do something they have been putting off.

For example, if the community knew something was going to be implemented such as the new $50 Canada-Wide data plan replacing the $45 Canada-Wide data plan which happened recently, they could change their plan to the $45 one if they wanted, knowing that if they don't by the next day it would no longer be available.

You're right that there are competitive reasons why they don't announce changes a long time in advance as other competitors would certainly copy as they have in the past, however, a day or so in advance may limit or eliminate the ability for competitors to respond or claim to be first to market with a change.

Finally, I know I didn't fully focus on this in the idea, but I believe a page which explains recent changes and how those changes could benefit a customer, similar to how when you change your plan in self serve it shows you what you gain and what you lose, would be really beneficial for many customers and would really highlight Koodo's options.
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Sophia, Mobile Master

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What I say here is my own opinion, not as a MM (whatever difference that makes lol):

There is change coming, that is a fact, and yes we were told we could talk about it now that it has leaked, nothing less, nothing more... we are not suddenly press PR or nothing like that :)

I think (THINK!!!) the reason Koodo has not said anything publicly YET, is because they did not anticipate their news to leak out so soon, sadly it did. Now they must be scrambling to get whatever press release they had in mind ready. However things did leak out, and everybody suddenly had to improvise. Let's not take the words of one employee or one MM as gospel suddenly, give everybody some slack... please.

On an even more personal note, it saddens me no end that someone threw away Koodo's trust and confidence for a few minutes of anonymous limelight. I sure hope they feel good about themselves... :(
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Josh765

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I'm sorry it came across that way Sophia :(

I didn't mean to suggest that the MM's were press PR or even here to relay any type of official news. However, that being said, I did take into account what happened after the leak and was suggesting something like once the update is ready, to have a day or two notice for existing customers.

This day or two advance notice would allow the customer to choose whether to take advantage of the current offers OR to wait for the changes to take place and then take advantage of the new change.

I was not trying to suggest something where employees would break the NDA they signed or leak anything out. Just something that would give the customer a very short advance notice before a change goes into effect, thus giving the customer more choice.
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Sophia, Mobile Master

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Oh there was no way I meant to personally attack you or your idea, dear Josh :) I understand what you are asking, and I'm sure Koodo was excitedly looking forward to inform the public the correct way. Except in this case the news got leaked, forcing Koodo to probably alter their press release and notification campaign.... all that could have been easily prevented if it didn't happen that one of their employees had proven to be untrustworthy.

But as you said above and also below, they will probably offer a comparison card in due time. Don't they do the same with the updated plans? I believe if people upgrade from one of the old, grandfathered plans, they will see a nicely laid out schematic of what they will gain (voicemail, texting, etc), and what they will lose (per second billing)... is that correct?
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Zaphod Beeblebrox

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That's why I addressed my short opinion on the confidentiality we all agreed to...
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AlexiKrov

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Mobile Masters should be under the same NDA that Koodo Employees are under. Not having this can and has caused issues.
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Josh765

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Ok this is really starting to only focus on the upcoming changes however, my main purpose of this idea was to suggest a recent changes page in self-serve.

The person who leaked this really should not have done so. I was only using the upcoming change as an example of how it could work but now taking the feedback into account an upcoming changes announcement page would not be practical.

As I said earlier a button that would explain recent changes and how those changes could benefit a customer, similar to how when you change your plan in self serve it shows you what you gain and what you lose, I believe would be really beneficial for many customers and would really highlight Koodo's options.
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Curtules

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A comparison chart will likely be available at launch of any new program at Koodo, that just makes sense. Before launch, however, seems unlikely.
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Erwin

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Hi Josh,

Thanks so much for being so eager to know about Koodo's upcoming changes. Due to competitive reasons, your idea is very unlikely. The "rumours" are still not confirmed until Koodo makes the announcements. That means that the information supposedly leaked to mobilesyrup may change.
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Josh765

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I understand the idea of upcoming changes or rumours being explained is unlikely.

I don't mean to sound harsh but should I create a new idea about the recent changes personalized comparison idea? I've explained this idea in the previous post.

Thanks for responding though :)
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Dennis, Mobile Master

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So i heard that for the large Tab it will be for completely new plans.

And phone prices will be slightly increasing so I don't think Koodo will have the phone price advantage anymore.

Just what I heard today
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Myke

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Guys, I know everyone is anxious about this. I am neither confirming nor denying anything, but I suggest just simply waiting for Koodo to make their announcement, if one is to be made.
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Josh765

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This originally wasn't even about speculating this upcoming change, rather letting customers know of the advantages and disadvantages of the change AFTER the change has taken effect.

I was suggesting this should happen via a comparison chart similar to how when you change a plan it shows you what you lose and what you gain.

I'm sorry that this may sound rude but I feel as though I have explained this idea numerous times in the previous comments :S
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Myke

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I've been there when I have repeated things 10 plus times. You want to rip out your hair. I was more or less speaking to those trying to get confirmation.

A comparison chart may be a good idea, I'll give you that much :).
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Josh765

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Makes sense ahaha, thank you for understanding!

I'll wait until all of the excitement surrounding this change dies down and then repost this idea, minus the part about upcoming changes, just keeping the part about recent changes and a personalized comparison chart :)

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