Tagged With "Wireless"

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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Another item to add: If corporate information is placed on a user-owned device (BYOD) then what rights does the corporate have in terms of controlling the security of this data? Can the corporate wipe the data from the device remotely? (Current thinking is that they corporate may not have the legal right to do this. Remote wipe tech may remove everything rather than being selective.) This issue is addressed by eg start-up Ventisys ( http://www.ventisys.com/ ) with its Oudles Vault.
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Re: Checklist: issues to consider for BYOD

Doug Newdick ·
Hi Teresa, A good list, but I would add a few things: Are you going to reimburse employees for expenses such as voice and data usage and plans? If so how? What are the tax implications of this? How about apps? Who pays for those? Are there required apps? Banned apps? How would that be enforced? Will you enforce policies (e.g. through Mobile Device Management) or will you rely on honesty? Will you allow any device, or will you restrict it to certain devices or operating systems? Will you...
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Re: Checklist: issues to consider for BYOD

Teresa Cottam ·
Thanks Doug - great additions. It looks like we're on our way to making a very useful list of issues for enterprises to consider. What you didn't do (with your usual modesty) is direct readers to your blog. So let me make amends for this and suggest readers take a look at your excellent blog where I believe you now have 9 posts on this topic! (Some great bedtime reading for me!) http://dougnewdick.wordpress.com/ Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Interesting news this week that Vodafone Spain, as an experiment, dropped its handset subsidies - the net result...they lost 639,000 customers in a quarter! So surprise surprise, they have reintroduced subsidised handsets. Long live contracts with handset subsidies! More details here: http://www.fiercewireless.com/...subsidies/2012-11-07
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Hi Dominic - thanks for the link. If we put aside the fact that the Spanish market is tough because of the terrible recession there - meaning that customers are unusually price sensitive, then this story add some interesting dimensions to this issue. Once a market introduces handset subsidies it's hard to wean people off them, but that's also the key - "weaning". The CSP can't just stop subsidising full stop and that's the strategy: it has to design new offers and tariffs that appeal. I...
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Dominic I agree - the attitude to prepaid customers is frankly antediluvian. It reminds me of that old addage: if you love something set it free, if it comes back it's yours, if not it was never meant to be. Trying to trap people shows a lack of confidence and sophistication, and as I said in the article it also shows you're fundamentally unreformed IMHO. Thanks for the comment
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Laurence That's a very good point and something I will be returning to in my next post! Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Another great post Teresa, spot on. Contracts are an extremely blunt tool and are increasingly being shunned by customers who just cannot tolerate the lengthy lock-in period. This is highlighted by the number of people who are now happy to pay the full retail price for a high-end device such as the iPhone 5, and then to switch network service provider at free will. This is a massive failing by the MNOs who have all the assets to offer a great service and customer experience, but are more...
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Re: Why contracts are killing the telco business

Laurence Judah ·
I guess this comes down to the definition of "loyalty" that most operators use, i.e. a lack of churn. The only thing that can lead to genuine loyalty is behaving in a way which makes customers want to stay, rather than simply locking them in. This is what leads to the true customer engagement and strong NPS that all operators are after.
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Re: Why contracts are killing the telco business

Ashley Bowen ·
The trouble is, those expensive handsets still have to be paid for one way or another
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Re: Why contracts are killing the telco business

Teresa Cottam ·
I agree Ashley, although there seems to be a trend developing of people wanting to buy the handset upfront or reuse an existing handset... The effect the subsidised handset has had on market dynamics (and we must remember not all markets subsidise them!) is definitely subject matter worthy of a post in itself. :-)
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Re: Rising coupon fraud presents opportunities for CSPs

LheaP ·
Couponing has become a way of life for many of us in these harsh economic times. However, many make use by counterfeiting them, and other kinds of coupon scam. If left unchecked, these irrepressible buyers might lead to price increases that hurt us all. A short term loan can help you pay for your food.
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Re: ATM cyberheist signposts increasing fraud risks for CSPs

DominicQ ·
MoneyRate.com releases a survey about every six months about checking charges and other bank charges and so forth. Give credit where it's due, banks are regular, in that the charges are going up again. Get a cash advance to help pay your overdraft fees.
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Re: LTE Roaming Developments: What Operators Need to Know

David Chambers ·
I'm not aware of any operator(s) who offer LTE roaming today, or will launch this in the immediate future. Everyone seems to be relying on 3G when abroad. Perhaps this is reinforced from my trip to the US last month. Roaming data £3 per MB. T-Mobile prepaid tariff - all you can eat voice/text/data for $3/day (the data is throttled after about the first 200MB per day). At these rates, I'd rather by a local LTE pre-paid subscription and use that - but the price quoted was over $150. It's not...
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Ashley Bowen ·
Interesting blog. As well as residential and consumer growth, a recent article by Ngozi Okonjo-Iweala, Nigeria's Finance Minister, comments on the rosy future for business and commerce in Africa. This must be another strong driver for mobile broadband growth. She notes that as Asia's economies slow down and its wages start to rise, Sub-Saharan Africa will become the next preferred destination for labour intensive manufacturing of mass-market products such as clothing and shoes. She believes...
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Teresa Cottam ·
Thanks for the comment Ashley. Quite apart from the specific issue that Stephen highlights in this post, I think you are right that there must be a re-evaluation of the African market. It has its own distinct identity in terms of what's important to African customers, and how African CSPs are going to meet those needs. And like Europe, Africa is a collection of distinctly different cultures and countries each with their own needs and profile. But just as Africa has enormous potential, and...
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Re: The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
*PLEASE NOTE THIS RESPONSE FROM EE* EE's press team asked us to point out the following: "that with EE you cannot go over your data allowance, so you’ll never experience “bill shock”. When you reach 80% of your allowance, you receive a warning message letting you know the limit is approaching. When you reach your data limit, you then are directed to a top-up page, and cannot use any more data without buying a top-up – this means customers are in complete control of how much data they use."...
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Re: LTE Roaming Developments: What Operators Need to Know

Teresa Cottam ·
This story from ZDNet shows just how far we still have to go before roaming works from a customer and business point of view. Australian Rayden Crawley was hit with a AUD28,000 bill after losing his phone while roaming in Spain. http://www.zdnet.com/au/telstr...l-broken-7000008331/
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Re: Let's call 4G "licence" what it really is - 4G tax

Dominic Smith ·
Great post Teresa - I totally agree that the politics of 4G licensing are something of a joke. The other side effect of the 4G politics is the extra coverage of '4G' in the news. This only builds further expectation amongst consumers and an increasing likelihood that 4G won't live up to the hype - this would be another lesson not learned from the introduction of 3G. Following the LTE announcement from Everything Everywhere I wrote some comments about this on the Cerillion Blog:...
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Re: Let's call 4G "licence" what it really is - 4G tax

Teresa Cottam ·
Thanks Dominic - we're really don't learn our lessons. We're still tech-led (new net whoopeedo!) and not customer or business led (what does it do for me?). If we don't focus more on the latter then we are heading for a big gap between net build out and new revenues coming in. The 4G fan boys are talking it all up because it's new net spending, new BSSOSS spending, new handsets... But from customer experience point of view are we thinking about what it means? Do we have meaningful services...
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Re: Driving business benefits through use of social media

Moayed Dib ·
Hi, how i can get the research report? regards,
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Re: CSPs losing more than EUR23 billion per annum unnecessarily

LheaP ·
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Re: New EU regulations for roaming can breathe a new life into telecom billing

Paul Hollingsworth ·
Abhik, A very interesting topic and one that deserves debate, so thanks for raising the subject. However, I don't get your "complexity is needed" argument. Are you saying that due to the massive range of roaming customer traffic patterns (Time difference between visted and customer's domestic country, destination country of calls etc.), a visited operator could develop a massive number of tariffs each targetted at a different type of visitor? Or are you saying that a few massively complex...
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Re: Businesses are cutomers too, so how do we sell to them?

Ashley Bowen ·
I don't believe many businesses want to buy communications services per se, or IT services for that matter - they are a means to an end. However, most businesses realise they need various layers of technology to make them more successful. The CSP that really understands that a hair salon (for instance) needs to manage appointments, needs to keep accounts, needs to send customer reminders, needs to manage supplies and perhaps even do a few analytics, sometimes needing to do this remotely from...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
The saga didn't end. To cut a long story short the repair didn't work and the phone was still faulty. As a now irate customer I ring the CSP again. There is still no resolution other than sending the phone for another repair. No offer of replacement or what to do while the phone is being repaired. I ring them the next day as by now I am paying for a service I cannot use and ask to cancel my contract. You'd think at this point they would be highly apologetic. Not so. I told them the contract...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Jagadish Baddukonda ·
Hi Teresa, This is a classic case where there are different aspects that need to be worked on. Talking specifically about the Customer service area, the obvious point of focus would be to provide a unified view of the subscriber (and the related entities of the subscriber like the complaints, interactions, orders, campaigns) to all the channels. This needs a thorough understanding of the Customer care processes today and the different channels should only be a window while accessing and...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Ashley Bowen ·
As Jagadish says, this is a textbook case that desperately needs a unified view of each customer from all angles. From this you can then understand the value of each customer in terms of revenue, their up-selling potential and their propensity to churn - you can build some pretty good customer profiles. These are invaluable for customer management within the organisation. However, customer profiles are also a valuable new revenue stream for other organisations wanting to target their own...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Ashley Bowen ·
Cost of customer service is something that is easy to measure and is therefore concentrated on by bean counters. What is less often measured is cost of bad customer service. I wonder what sort of fault and complaint analysis frameworks Three have in place. Do they know what were the 10 most prolific causes of faults and complaints during August and were there plans set in place for addressing these. Are they sure that the ten most prolific causes of faults and complaints during July (and...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Thanks Ashley - good points. But I would add that while "bean counters" need to be focused on costs, and operations on performance, we need someone to focus on the customer. The ideal is to achieve balance and a virtuous circle. As you imply, by learning lessons readily available to be learnt we can improve performance, lower costs *and* deliver a better customer experience. To deliver this requires senior management in telco to go beyond paying lip service to customer experience and to...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Jagadish Baddukonda ·
This is not just about Customer Service, which is only an outer layer. It is about the core operational processes like unified view of a customer across the channels, handling a fault reported by a customer, relationship with vendors (like Nokia in this instance), return material authorization and strategic decision on whether the CSP should just be a reseller of handsets or do they also own the handset fault after the sale has been made.
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Hi Jagadish Thanks for your insightful comment. You are quite right that we have far more to fix than just customer service. In this post though I wanted to highlight the customer service journey I went through. There were a lot of organisational, policy, process and system reasons it wasn't good. What I wanted to highlilght was the experience from the customer perspective - the top layer. What I'd like to dig into now is what we can do to improve this journey through improving the...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Paul Hollingsworth ·
Isn't it so obvious that bean-counters are at work here. E.g. Recent personal example of a Customer Experience team conversation in relation to IVR design I was involved in, that the company's IVR was designed to keep customers from getting to speak to an agent. Need I say more (and I could!)
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Re: Dear Dave - my journey through the nine circles of customer service hell

Dominic Smith ·
My recent IVR experiences certainly fit with Paul's comments. It seems to be taking longer than ever to navigate IVR menus before finally getting an option to talk to someone. On the basis that these days people generally try the self-service channels first, when they call customer services it is usually because they want to speak to someone!
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Thanks Paul and Dominic I agree we have too much focus on cost. While cost is important it isn't the only important thing. By focusing too much on minimising cost we actually negate opportunity. By talking to the customer we find out things about who they are, what they want/need, and build loyalty. There is nothing more loyalty-generating than a problem fixed well. We also have an opportunity to upsell/cross-sell. How can we claim to be customer centric when we see the customer as a cost...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Thanks for all the great feedback on Twitter, Skype and LinkedIn. We seem to be resonating with this one! However, as much as I want 3UK to listen to my story, I also don't want to make them the whipping boys of the industry. They are no worse and no better than many other CSPs. So as a caveat I'd like to point out that the purpose of my story is to illustrate that even with good intentions, and even if parts of the journey are excellent, the customer journey as a whole can still be a...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Dominic Smith ·
Hi Teresa I have great sympathy with you on this one, having recently been taken round the houses by my service provider over something as trivial as a Voicemail problem (hardly cutting edge technology). I must have had more than a dozen phone calls and 90 minutes on the phone to their call centre, each time having to repeat the same story (which was getting increasingly longer with each call) despite them apparently having a CRM system and "recording the call for training and monitoring...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
Hi Dominic I'm sorry to hear your equally appalling tale of CSP malperformance. It sounds like an eg from a PPT slide that a vendor might use to illustrate why the CSP needs to implement better systems and processes! But I must say that after all these years, plus investment in systems and processes (and hand wringing) the customer journey doesn't seem any easier. What struck me as missing from your experience was the human element. You were forced through a process that was at best...
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Re: Dear Dave - my journey through the nine circles of customer service hell

Dominic Smith ·
You're right Teresa. If the CRM system is not making it easy enough for different CSRs to pick up and put down the problem, then just someone taking ownership of it would make a massive difference. As an unhappy customer, you need to know who the go to person is so you don't have to re-explain the problem each time you call. Then if they are not dealing with it you can still escalate if you need to. And of course it's not always about poor customer service - if they do fix it, you can thank...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
A few more details that readers might find interesting. In August 2014, the Sunday Times reported a survey of 1,300 parents which found that 21% of respondents had faced billshock after a child bought game extras. 96% of parents thought companies should make it more difficult for children to spend their money. 80% of complaints the regulator PhonePayPlus receives relating to non-adult downloadable content (such as apps and games) is linked to minors. Complaints involving minors typically...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
On Twitter a £1 million billshock was revealed. CSP = EE. See: http://ow.ly/i/6G41l With thanks to David Rogers @drogersuk and Zahid Ghadialy @zahidtg for the link.
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Re: What exactly is innovation?

Peter Bowen ·
Teresa, Another insightful article and as always a good read. However, I strongly believe there is a place for technology for technology sake as some of it does eventually lead to new products that are adopted. However, you are absolutely correct in stating that those looking to create something new need to concentrate on the potential customer to ensure success.
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Re: What exactly is innovation?

AmitS ·
So very true.In the vigour to innovate, one loses sight of end consumer and produces a product or a service with no real benefit
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Re: What exactly is innovation?

Teresa Cottam ·
Thanks Amit - I think the problem is the confusion between "inspiration" which is that genius moment of invention and is a creative and somewhat chaotic event (and that's fine), and "innovation" which is for me a process that takes inspirations and turns them into deliverables. This is where people trot out and frequently misquote Steve Jobs as justification: "well Steve Jobs said that people don't know what they want until they see it". The problem is they fail to understand that Apple has...
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Re: What exactly is innovation?

AmitS ·
Teresa- for me one could do two things(atleast that's what I keep in mind whenever we get into we must INNOVATE kind of discussions : 1. Keep the customer at the centre of everything 2. and more importantly remind ourselves of what Peter Drucker said "There is nothing so useless as doing efficiently that which should not be done at all"
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Re: What exactly is innovation?

Teresa Cottam ·
Hi Amit I couldn't have said it better myself - thanks for the comment. If only we in telco could get number 1 drilled into our brains more. You have no idea how many presentations I go to which are about customer experience or customer support and none of the slides have the customer on them. :-)
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Re: How good is the telecoms customer experience today?

Paul Hollingsworth ·
Teresa, Recent personal poor customer experiece tied in with my current involvement in deploying a new Customer team and IVR has prompted me to make a few observations about Customer Experience (CE) and measurement. On measurement: Asking a customer about their experince is all about timing and context. For example, requests for customer input straight after a customer care call or very shortly after (i.e. with an automated call-back) are a waste of time. I, the customer, will be unsure...
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Re: The new billshock horizon - prepaid customers

Teresa Cottam ·
Thanks Paul This post highlighs how it isn't just a postpaid issue. My next post looks at why the risk is increasing as CSPs try to transform into DSPs. I think that CSPs can really differentiate through being trusted payment service providers, but that does focus attention on their processes, systems, policies and behaviour. Their brand is a valuable thing and yet they throw it away cheaply on silly billshock events that are nothing but bad news. If I was a shareholder I'd see these as...
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Re: The new billshock horizon - prepaid customers

Paul Hollingsworth ·
Teresa, You're correct: this is a "shocking" situation for PAYG and contract customers. CSPs have some of the blame but I think Google and other app vendors are the true culprits. The law needs to stop this literally "daylight" robbery of customer's money. Customer's are being charged for data usage without any explicit charging approval being sought (yes, it may be in the depths of the Application small print in some cases, though that wouldn't stand up in a UK court of law, any anyway...
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The Cage: How should CSPs tackle the SME opportunity?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks MDS's Rob...
Blog Post

The Cage: how will improved understanding of data usage help differentiate MVNO offerings?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam asks Millenoki's Tony...
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