Bundle Up with Pay It Back

pib-bannerWe unveiled our new Pay It Back program a few weeks ago, in the hopes that it would make it easier for our bundle customers to get the word out about Worldline, and at the same time, give them something back in return.

We introduced it with what is called a “soft-launch”, meaning very little fan-fair except for a blog entry and some posts on social media. We wanted to ensure that all the bugs were fixed first before unveiling it to our entire customer base. (Obamacare taught us that).

It turns out, a bunch of them found out anyway because our referral numbers have jumped almost 100% in the short time since. It turns out our little tweak makes it super-simple to refer friends and family, which was the plan, and our Bundle customers are taking advantage of the deal. Here’s how it works:

Step 1

Refer your friends. Get your own personal Pay-It-Back Referral Link which you can email, or share on social channels. You can also use the simple Pay-It-Back Email Form and fill in up to ten of your friends email addresses. That’s it. Your job is done.

Step 2

Your friends and family sign up. We will give them an instant signing bonus of $25 off their first bill and they are on their way to saving even more.

Step 3

We pay you. Each referral will earn you a one-time credit of $20.00, plus $5.00/month for 12 consecutive months. That’s $80.00 in total credits for each and every successful referral.

ribbon2 As soon as the new bundle customer is signed up, they can also jump in and start spreading the Worldline news. Isn’t it great when a plan comes together?

So thanks to all of our bundle customers who found out without us telling them, and to all of you who haven’t started “Paying-It-Back,” what are you waiting for?

Worldine Pay-It-Back Program 

Customer Service Has Gone Social (and we know it)

We all have one of those stories. A customer service experience that was so terrible, or hilarious, that it results in the classic “go-to story” that we keep in our back pocket.

One of those, “Oh ya? Well let me tell you what happened to me!!,” tales you can pull out whenever one-upmanship is required.

The best one I’ve heard of late came from my nephew Andrew, and his “Case of the Lost Luggage.”

Andrew is a young exec living the dream in Toronto currently doing business development for TVO. It’s a very cool job, and one that requires a wee bit of travel and a trip late in 2013 didn’t go so well:

Dear ___ ____,

I wasn’t even that mad at you when you lost my luggage today. I understand that happens sometimes. I’m #%&*, however, that you have failed to give me any indication that you even recognize that you did, you know, lose all my stuff or that you will ever return it to me.

You don’t return my emails or my calls. You have made no contact with me and your representative at the airport didn’t provide any help whatsoever (in fact, she said your airline has lost a lot of bags recently, so she’s not even going to bother calling on my behalf because the baggage division isn’t answering its phone anyway).

This is all pretty abysmal. You’re being a total @#%* right now.

Sincerely,

Andrew

A fine letter, except Andrew didn’t simply send it to the airline in question. Instead he posted on his social networks. Now, Andrew is a pretty typical Gen Y guy, well connected and super tech savvy, especially when it comes to social media. There Andrew is pretty much in the upper .0001%. (His previous gig was running the social media channels for Toronto Live Magazine.)

He posted it on Facebook and Twitter where he has huge followings, and as a result, a few weeks later:

I complained when ____ ______ did wrong. Now I feel compelled to give them credit when they did right. I received an email from the CEO last night giving me an additional $400 for a roundtrip flight. Long overdue, but nice to see the company take some responsibility.

It is nice to see. It’s also the reality of the hyper-connected world we all live in, where complaining publicly results in, well, results. Just a few years ago customer service issues were essentially between you and whoever you where having issues with.

No longer. Now, you have the power because you can go public.

Worldline is well aware of this, and in fact, we’re thrilled by it. Our embrace of social media channels, like our Facebook page (You can Like us Here if you want to) and Twitter feed (Check it out Here), allows our customers to provide instant feedback on the service we’re providing and gives us to chance to get on their problem fast, and therefore eliminating the possibility that it becomes a tale of woe for them to share.

Not only is it good business, it is simply the right thing to do.

Andrew’s airline came around to that realization – eventually. They discovered, finally, who they were up against – a customer they had to respect. In our case, that’s how we want to treat all of our customers – all the time. We strive to set ourselves apart from the rest by providing the type of customer service that makes folks want to come back and to bring their friends with them as well.

That’s what our mission statement is all about: Beyond Telecom.

SEWTWCH

Who is going to be the next John Stix?

en·tre·pre·neur
äntrəprəˈno͝or,-ˈnər/
noun

Just over a decade ago, two very young entrepreneurs named John Stix and Jody Schnarr started up their very own telecommunication company and they called it Fibernetics.

Not exactly typical behaviour for two guys barely out of school, yet when it came down to it, they couldn’t see themselves working for anybody else. They tried. They simply didn’t like it.

Since then their little start-up has grown into one of the largest CLEC’s in the country and Worldline, their residential service and NEWT, the business division are handling communications for hundreds of thousands of Canadians from coast to coast.

Co-Founders John and Jody - Two cultured guys

Co-Founders John and Jody

Though they are very successful business guys now, both refuse to give up that entrepreneurial spirit that drove them from the start.

Jody is busy starting up new Fibernetics related ventures like Rack&Data, and John is actively working at sharing what he’s learned with the next generation of whiz kids.

The Indus Entrepreneurs (TiE), was founded in 1992 in Silicon Valley by a group of successful corporate executives and senior professionals. There are currently 11,000 members, including over 2,500 charter members in 60 chapters across 17 countries. TiE’s mission is to foster entrepreneurship globally through mentoring, networking, and education.

The Toronto chapter of the TiE Institute  are bringing together talented entrepreneurs to spend an intense weekend building technology and business solutions to some of the world’s biggest social and environmental challenges. The top teams will receive a variety of valuable prizes and will have option to be fast-tracked to TiE Lean LaunchPad program.

The event is ideal for entrepreneurs passionate about leveraging technology to create social good and positive impact in the world as well as those who want to start a new company, add members to their existing teams, or simply network with other like-minded entrepreneurs.

John has been invited to act as a mentor for this group of young innovators who will create the next batch of great Canadian companies. If you are interested in attending, please visit the the Startup Weekend’s website today, and make sure you say “Hi” to John.

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Who Wants Free Unlimited Internet & Home Phone?

ribbon2I do! I do! Okay, we all do.

And now there is a very easy way for you to do just that. It’s the brand new Worldline Pay-It-Back Program – the simplest referral program we could think of.

We’ve had a referral program for a while, but to be perfectly honest, it was a bit of a pain to manage. It was labour intensive, requiring a lot from our bundle customers to get a decent bang for their buck. Despite that level of difficulty, many of them took advantage of the thing, because for some months last year, over 30% of our new customers came from referrals.

Now we’ve made it super simple. When bundle customers sign up for the program they receive their very own personal Pay-It-Back Referral Link that they can then share on Facebook, Twitter, Pinterest, email… wherever they want.

That link goes directly to their own service availability page for the referred customer, and that’s it, we take care of the rest.

To start the upgraded program with a bang, we’re amping up the pay out as well. For a limited time only (until the end of February) for each and every successful referral Worldline Bundle customers will receive a $5.00 off their monthly bill (for 12 months) and a $20 bonus. That’s a total of $80.00 per referral. Doing the math that means the average Worldline bundle customer has to refer only eight customers a year, to get their Unlimited Internet and Home phone for nothing. As in bupkis. As in Free!

But wait, there’s more. The person they refer? Just because they’re one of our customers friend, we give them an instant $25.00 signing bonus. And then they can start referring as well.

Here’s how it works:

Step 1

Refer your friends. Get your own personal Pay-It-Back Referral Link which you can email, or share on social channels. You can also use the simple Pay-It-Back Email Form and fill in up to ten of your friends email addresses. That’s it. Your job is done.

Step 2

Your friends and family sign up. We will give them an instant signing bonus of $25 off their first bill and they are on their way to saving even more.

Step 3

We pay you. Each referral will earn you a one-time credit of $20.00, plus $5.00/month for 12 consecutive months. That’s $80.00 in total credits for each and every successful referral.


That’s it. Straight forward. Simple. Easy as pie. So, if you are a Worldline Bundle customer, what are you waiting for? It’ll take you just a couple of minutes to get going, and saving more on what is already the best deal in Canada. And if you’re not a Bundle Customer, maybe it’s time you became one – because there are few things better than free.


Get started here:


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Corporate Culture and the Preferred Parking Spot

Preferred_Parking2At Worldline we are always trying to improve our corporate culture. Besides making the work environment more pleasant, it’s also good business. Happy employees make for better workers who, in turn, provide better service for our customers.

We have dozens of programs both large and small that are designed to make everyone’s working experience better and one example is centered around who gets to park where.

Every office has the perfect parking spot, and usually it is reserved for someone high up in company, the president, CEO, general manager, whoever. Yet, is that really the best use of that valuable real estate? Those folks already have plenty of perks. Do they really need to have the shortest walk to the front door?

Like many other companies, Worldline has come up with an alternative assignment for this spot, (in our case two spots), that works as both a competition and a reward. Every month we auction ours off in a day-long bidding war, with the proceeds going to charity.

It’s fun, it’s competitive and it raises money for charity. Win. Win. Win. Other businesses have also embraced the idea with these being some of the most popular:

1. Stork Parking

Expectant mothers should get convenient, front row spaces.

2. Green Parking

Car poolers, hybrid cars, electric cars and bikes should get primo parking spots to encourage reducing our overall carbon footprint.

3. Employee-of-the-Month Parking

Many businesses have Employee-of-the-Month programs. instead of a certificate, why not go a step further and all he or she to enjoy a premiere parking for a month.

Improving corporate culture is an ongoing exercise, and not every perk has to be something major. Even something as basic as a parking spot.