I just got an email invitation to a new and "exclusive" (invitation only) customer forum, distinct from the regular one, called "Plusnatter".
It was billed as offering an opportunity to help Plusnet do better, and influence products, along with a chance to win up to £250 for activities you participate in.
"I'm up for some of that!", I thought. Actually I usually assist companies with customer input, if asked, and this was no different. So I immediately pressed the button to sign up.
I was asked a few basic profiling questions about both myself and the products I currently have, before being SCREENED OUT, with a message that they already have all the responses they need.
So your "exclusive" invitation isn't valid if you don't provide the right answers to questions. I felt that Plusnet want to listen to people, just not to people LIKE ME!
What was it? That I'm middle-aged? That I don't have kids? That I don't have all the latest mod cons - I'm not on fibre, and don't have a mobile or TV package?
OK, so I'm a bit of a luddite. But I'm a real customer too! If they engaged with me, we both might learn something - they might learn how to appeal to customers like me who are a bit averse to change, and I might learn about changes that could help me.
But instead, the only message they've sent me is that I'm not exclusive enough to join their "exclusive" club.
Well, a big raspberry to them too. How to antagonize your customers in one easy move: send them a "select" invitation, and when they respond, tell them you don't want them.
All my answers were completely honest and consistent, by the way, so the screening out won't have been on the basis that I proved myself incapable of answering a survey sensibly.