I was contacted by an officer from Smart Communications’ Public Affairs Group regarding their new and re-branded Smart Bro service (thru Migs).
Apparently, they’re doing a clean-up campaign of sorts and wanted to “expand our customer interaction and feedback mechanisms by partnering with journalists, editors, technology users groups and active bloggers who regularly encounter customer feedback (good or bad) on our Smart Bro service“.
I thank her and her team for doing this move and for including active bloggers among the channels in their feedback system. I did a quick background check and also found out that people from Smart have already discovered my new blog at smartwifi.org.ph and actually registered there. I have yet to see if they have tried to reply on the complaints and comments there (I doubt though since it may only get ugly with all the cussing and name-calling).
Along with their re-branding strategy, a core user group called “Smart Bro Big Bro” (which is composed of the abovementioned) will be formed to provide feedback and suggestions on how to improve their service. They scheduled a meeting with me next week to discuss more of the details.
It’s a commendable effort (something other service-oriented companies should also be doing) and I hope it will greatly help in resolving the issue.