Tagged With "fix"

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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: To infinity and beyond

Paul Hollingsworth ·
It has always bemused me, too: the fact that marketeers - experts in the lexicon necessary to grab our money - do not understand what words mean. No.1 in my most disliked are oil companies who call their basic brand Premium. Leaving them nowhere to go for the more expensive petrol/gas options. Regarding the delivery of Wireless routers by post: there are significant costs in putting them in vans, also possibly many variants of device to carry and vans have lots of stuff already so there is...
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Re: To infinity and beyond

David Chambers ·
I too have just had Infinity installed and empathise with your comments. By far the hardest part was deciding which commercial/pricing package to go for. However, I did think the fulfilment process went well for me - the hub turned up on schedule, and the engineer even called earlier in the day to offer immediate installation because of a cancellation. It only took an hour to set everything up and was handled very professionally throughout. I can't imagine anyone not remembering to be in for...
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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: Why operational efficiency does not guarantee success

Seth Greenberg ·
Teresa, Our concerns about the ability of mobile operators to thrive in the future echo your post - Efficiency good; Customer Experience and new revenue streams critical. It can be achieved once operators start to believe in themselves and evolve past the wholesale bit merchant phase. I hope you will be joining Mobixell at Broadband Traffic Management in London in two weeks. Noam Green, our VP Products & Marketing will be talking about this topic precisely on day 1 of the conference.
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Re: Why operational efficiency does not guarantee success

Teresa Cottam ·
Hi Seth Maybe Noam could share some of his thoughts on this topic with the community for the benefit of those who cannot attend BBTM? (I'll be there though!) It's a great topic for a chat event :-) Teresa
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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: 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: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Teresa Cottam ·
Thanks Peter - glad you enjoyed the interview.
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Re: The Cage: Is Wifi a 'Necessary Evil' or a Great Opportunity?

Peter Bowen ·
Good to listen to someone who really knows his stuff and puts things into perspective for CSPs.
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Re: Commercial lessons that still haven't been learnt

Paul Hollingsworth ·
Oh Teresa, that's the $64,000 question - with the much bigger value answer. It reminds me of the "Walled-garden" vs. "open" internet discussion we all so enjoyed 15-20 years ago. In the end, few telcos gained significant content revenues (that market crashed, anyway), but did pretty well out of the broadband "pipe" revenue. I suppose, in the UK the purchase of sport content by BT is a potential game-changer and one of the most interesting moves. There are also many interesting business...
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Re: Commercial lessons that still haven't been learnt

Snowden Burgess ·
Teresa I think your words of warning are very valid, the industry is ignoring the blinding obvious and that is that their future employee and customer base is about to significantly change, the old guard of "Baby Boomers" who built the current corporate CSPs will be leaving employment in the next 2/3 years with a new wave of "Generation Y & Z" entering to replace them. These new employees and customers are digital natives, who embrace change and expect innovation! Most large organization...
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Re: Commercial lessons that still haven't been learnt

Teresa Cottam ·
Thank you Paul and Snowden There is certainly a lot of money to be made - but in a different place now to where it was before. If operators just sell SIMs and connectivity there's going to be little revenue growth for many of them - so how do they justify investments? Snowden is right we do need faster innovation cycles. And, as Paul says, there is an option of buying smaller companies for innovation when you're cash rich. However, some thoughts on that latter point. Successful acquisition...
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Re: Other lessons CSPs can learn from retailers

Paul Hollingsworth ·
Great article - Isn't it amazing how insular markets often are- until a major event (or unexpected change) occurs? Old style Petrol-retail (oil) companies and grocery stores were once as disconnected as water and electricity. Gas and Electric suppliers were on different planets and the idea of a computer manufacturer getting into consumer music players, totally unthinkable. Let alone going on to completely change the mobile communications industry. Surely the stuff of Science-fiction! Having...
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Re: Variety: The Neglected "V”

Leo Zancani ·
Originally Posted by Ashley Bowen: @Ashley Brown - thanks for your comment! I quite agree that Variety has always been the most important dimension of big data (or indeed, of any data from more than one source). The issue is that before the eruption of technology around Volume and Velocity, this seemed to be understood: organisations would budget for the effort involved in handling the fact that data would come from a wide variety of systems. Being able to store the data in so-called "data...
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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: What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Here is a 'great' example of how this problem affects customers (from Ireland). A man was charged for 287 calls costing EUR35 to register for water charges of EUR32. Because the call centre couldn't handle the volume of calls, his call was rejected. He had no choice but to ring back because the water charges are mandatory. No apology or credit for the problem. Premium rate number; large numbers of customers affected. http://www.irishmirror.ie/news...lams-company-5779788
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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: Variety: The Neglected "V”

Ashley Bowen ·
Surely Variety has always been the most important of the three Vs: what information are we trying to keep for future exploitation? The premise has always been that CSPs are sitting on a potential goldmine with the variety of data that goes through their systems and that advertisers would give their back teeth for the stuff (what a strange saying!):demographic data, geographic data (home and travel behaviour), purchasing history, call and surfing history, the list goes on. However, Leo hits...
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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...
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The four main pillars of the telecoms customer experience

Teresa Cottam ·
We all talk about improving the customer experience, but what exactly is it? Teresa Cottam argues that often we’re still not looking at the customer experience from the customer’s point of view.    In 2010 and through into...
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The undiscovered country: SME

Teresa Cottam ·
Woman in small shop Ghana (Photo credit: World Bank Photo Collection) As CSPs see flat-lining revenues in many areas, and fret about the effect of OTT services and rising data traffic on their revenues and profitability, there is one area of the...
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Three things that improve success rates of strategic BSSOSS projects

Teresa Cottam ·
Guest blogger Peter Bowen shares his experience of strategic BSSOSS projects, explaining three things that are the hallmarks of success.    There are countless articles on why projects go wrong and what lessons can be learned; but if...
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To infinity and beyond

Teresa Cottam ·
Chief Analyst Teresa Cottam tells you about her experience of having BT superfast broadband installed, and the lessons all service providers can learn from it.   Endless Rhythm by Robert Delaunay, 1934, Tate Modern  I got my superfast...
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UK CSPs – why I don’t want to renew

Teresa Cottam ·
Teresa Cottam relates the boring, uninspirational and frankly patronising experience of mobile contract renewal in the UK.     My contract period is up. The two years since I received my shiny new handset have flown by. Usually this is...
Blog Post

Variety: The Neglected "V”

In this post, guest blogger Leo Zancani, CTO of Ontology Systems, looks at the challenge of data variety. He argues that to benefit from Big Data opportunities, a new generation of data variety tools are required to handle data integration and data...
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Walking the customer experience walk

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why it's time for CSPs to move beyond the customer experience talk.  Morning Walk, John Singer Sargent (1888)    We all know the theory right? Our customers are important to us. In future we...
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What every business needs to consider: is the premium number dead?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the fate of non-geographic phone numbers in the UK and argues that they are the hallmark of failing businesses. She asks: are your business's communications strategies fit for the digital age or just an outdated...
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What exactly is innovation?

Teresa Cottam ·
Teresa Cottam explores the nature of innovation in an ICT context.  Frank R Paul, The Atomic Flying Car of the Future (1955)  At Telesperience we live and breathe innovation. We evaluate, judge, write about, analyse and ponder about...
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Billing is dead

Teresa Cottam ·
Billing is dead, right? Here's Chief Analyst Teresa Cottam's post mortem.      I have lost count of the number of times I've been told that billing is dead. Apparently, we should now only talk about charging (also varyingly called...
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BSS transformation is over – fact or fiction?

Teresa Cottam ·
Dave Labuda, Founder, CEO & CTO, of MATRIXX takes a robust look at BSS transformation. Domenico Ghirlandaio, Homem Velho e seu Neto, c1480 An Old Man and his Grandson Its time to reassess the hype, mainly led by traditional BSS suppliers, that transformation of the BSS stack is an exercise of cutting and pasting legacy components with newer versions. The classic BSS stack - pushed by classic BSS vendors - contains very little that is now of...
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Businesses are cutomers too, so how do we sell to them?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the SME/SMB and large enterprise markets and asks how telcos can be more effective at selling to these types of customers.  James Tissot, The Shop Girl 1883-5   Undeniably the B2B market is hot at...
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Can we stop worshipping at the altar of ROI and cost-benefit analysis please?

Teresa Cottam ·
Cost-benefit, return on investment… We hear about these all the time, they’re the bits we all like to see highlighted in articles and case studies. But are return on investment and cost-benefit analyses meaningful or trustworthy? by...
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Commercial lessons that still haven't been learnt

Teresa Cottam ·
Smell the change? There's an ill commercial wind blowing in the telecoms market. Chief Strategist Teresa Cottam looks at the weather forecast.   Carlo Bonavia, Storm off Rocky Coast, 1757     In telecoms we're usually focused on the...
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When it comes to the customer experience size really doesn’t matter

Darran Clements ·
Teresa Cottam argues that smaller CSPs are often in the leading pack when it comes to the customer experience delivered. She advocates that price competition is largely driven by telcos who benefit from economies of scale; but as this runs its course...
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Why a Fast Track Approach to BSS Transformation is the Only Way to Go

The market is changing, charging is changing – traditional approaches to BSS could derail digital transformation
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Why changing broadband provider can be #CSPhell

Teresa Cottam ·
Teresa Cottam recounts her own poor telecoms experiences and what we can learn from them. In this post, Teresa explains why her recent experience of changing broadband providers demonstrates failures in the UK market. Broken laptop computer (Photo...
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Why contracts are killing the telco business

Teresa Cottam ·
Contracts engender loyalty - right? No, says Chief Analyst Teresa Cottam, contracts can actually harm the customer relationship. The Prisoner by Evelyn De Morgan  Having read yet another article by a respected analyst which urges CSPs to try to...
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Why CSPs are investing to shorten their SME sales cycle

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at why communications service providers (CSPs) need to invest in order to sell more effectively to SMEs.  Joachim Wtewael, The fruit and vegetable seller, c1618   It matters less about...
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