British Gas. If you're really that interested in keeping me as a paying customer then at least have the courtesy to check that the person you've addressed the letter to is the person you're trying to convince to stay.
If I were presenting a planning document to a client, told them the campaign was perfect for them and explained why they should choose us, and them on the next slide it had another clients logo on, it wouldn't go down too well would it...
So, British Gas, instead of picking up the phone, engaging me and asking me why I want to leave you've given me more ammunition to leave you. That's a big FAIL in my book.
As I've mentioned several times - a consumer telling you something negative is a perfect opportunity to build something positive with them. But not British Gas... oh no...
