Tagged With "CRM"

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Re: Why are we still not reaping the benefits of a great customer experience

Ashley Bowen ·
Customer loyalty is often confused with customers finding it easier to stay put, rather than having any deep seated love of their CSP. As ever, many operators have their heads in the sand and run survey after survey to convince themselves that they are doing well. In reality, technicians who are often charged with developing the detail of new products frequently feel threatened by customer experience experts and pay little more than lip-service to their recommendations. This can be seen over...
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
I agree Ashley and as I said in a post around 18 months ago, relying on inertia is no longer enough: see http://www.telesperience.com/d...t/295574646108105672
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Re: Why are we still not reaping the benefits of a great customer experience

Paul Hollingsworth ·
All good stuff, but leads me to make the following 2 points and obvious conclusion: 1. Customer experience factors change depending on the available service features and network evolution. Without a stable classification(e.g. reliability, coverage, issue resolution, connection speed etc.) how can we compare results over time? "Experince" is too amorphous to be a useful measure - without precise clarity on what it is. 2. Changing Customer expectations cannot be assumed to be "one-way" (i.e.
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Re: Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
Great comments Paul I agree the customer experience is not static and I also think it's not the same for each customer in terms of what they value. It might help readers to note that a while ago we divided the customer experience into four main areas and that we commented different customers place different emphasis on each. http://www.telesperience.com/d...t/295293073233580215 I personally think there is too much emphasis on things I don't value - like handsets - and not enough on things I...
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Re: Why are we still not reaping the benefits of a great customer experience

Monica Zeta ·
Hmmm... what customer experience? (1) Customer experience is determined/defined by two parties, but CSPs define it from an inside-out perspective alone. "Here you go dear customer, buy this, because we came up with it and we know what you want and need." (2) In order for the experience to be good, it has to begin even before the product or service is delivered - and even defined and design. That's why we keep talking about things in the wrong way. Is QoS important? When? How? Or whatever...
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Re: The business power of the unforgettable experience

Snowden Burgess ·
Great post, Customer Experience is truly about the human experience you get and you can only give this by understanding the needs of your customer. Too many CPS's are far too internally focused to every really consider what the end customers want and many sadly forget there is a customer at the end of everything they do!
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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: Why efficiency can lead to a poor customer experience

Teresa Cottam ·
Thanks Snowden. I think the point is loss of control. CSPs think they control the experience, but actually that's about to change. The days when customers had to put up with what was delivered are over. If CSPs don't get used to the world where their brand can be destroyed overnight through social media, and where their performance can be monitored rather than their word taken for it, then there's not much future for them. For me it's how you respond to problems that's the big issue - too...
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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 business value of kindness

Snowden Burgess ·
Teresa What a great read and well said, I for one am tired of the “Customer Experience is important to us and we see this as critical to our success” story coming from CSP’S at which point the allocate the job of “Customer Experience Advocate” to the graduate, tell them how important it is but also make them aware they have no budget, staff or authority!!! Oh and three other jobs! The CSP’s and SI’s are stuck in the dark ages hiding behind the SLA and the Contract, when most will factor in...
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Re: The business value of kindness

Liron Golan (Nice) ·
Hi Teresa. I couldn't agree more. A recent NICE survey revealed that customer are delighted when they receive a personalized experience – tailored to their needs. For them, an experience is personalized when: •agent calls them by their name •knows family members’ names/other personal information •agent seems to know them personally/not just a customer This insight holds across gender, geography and industry.
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Re: The business value of kindness

Teresa Cottam ·
Hi Liron thank you for the comment - so in other words we all just want to be treated as though we're human and we matter. This is a reaction to faceless big business, and it is going to accelerate. Customers know the power of the pound in their pocket and big businesses need to recognise that they have more choices than ever over where to spend it. In fact, social media and analytics are simply taking us back to the 60s and 70s when the shopkeeper knew your name, what you liked and didn't...
Blog Post

The business power of the unforgettable experience

Teresa Cottam ·
Telesperience Chief Stategist Teresa Cottam is an expert on both the customer experience and how to utilise this to drive business value. In this post she look at the difference between satisfaction, loyalty and engagement, and why over-automation can...
Blog Post

The business value of kindness

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at the business value of kindness, and explains why customer experience is a philsophy not a technology.     The Soul of the Rose, John William Waterhouse         I write...
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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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A great customer experience depends on a smooth OSS

Teresa Cottam ·
  Chief Analyst Teresa Cottam looks at why CSPs looking to compete at the customer experience level  need to pay more attention to their OSS.  A common mistake that CSPs make is to work really hard and spend lots of money improving...
Blog Post

Are you really listening to your customers?

Teresa Cottam ·
In this article Teresa Cottam looks at why it’s important to use the right listening style to maximise the benefit of customer interactions to your business.   Source: Franklin D. Roosevelt Library Public Domain Photographs  Many...
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Why many loyalty schemes are increasing disloyalty

Teresa Cottam ·
In this post Teresa Cottam looks at how when it comes to rewarding loyalty, good CSP intentions can go so very badly wrong…     I strongly believe that in telecoms we need to focus more on our loyal customers, and upon building...
Blog Post

Why are we still not reaping the benefits of a great customer experience

Teresa Cottam ·
Chief Strategist Teresa Cottam examines why communications service providers are still not reaping the rewards of a better customer experience.  Rest at Harvest, William-Adolphe Bouguereau, 1865  If I were being horribly cynical in a very...
Blog Post

Why you need to avoid automation annihilation

Teresa Cottam ·
Teresa Cottam looks at the uses and misuses of automation in telecoms, and relates some of the unsatisfactory features of the UK telecoms market from the customer’s perspective. Image by Sebastianlund via Flickr     We need...
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Me, myself and I (and all of you)

Darran Clements ·
Teresa Cottam looks at how on the one hand it’s all about you, but on the other it’s all about everybody… What does balancing personalisation with the connected world mean for the customer experience and those supporting...
Blog Post

On the first day of Christmas…

Darran Clements ·
Here at Telesperience we’re getting all festive about BSSOSS! by Teresa Cottam On the first day of Christmas, my IT manager said to me “operational efficiency”. On the second day of Christmas, my IT manager said to me...
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SMARTs rapidly adopting social CRM strategies to improve the customer experience

Darran Clements ·
In this article, Teresa Cottam shares some new findings from the latest Telesperience research programme on the customer experience strategies of small, medium-sized and rising telcos (SMARTs), and looks at how SMARTs can use a social CRM strategy to...
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Telcos get a half-hearted kicking in UK press for poor customer service

Darran Clements ·
A survey from OnePoll.com reveals widespread dissatisfaction with the customer service provided by the UK phone industry. BT says it’s “twaddle”. So what can we learn from this about the Telesperience? by Teresa Cottam Buried in a...
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CSPs still using the inertia approach to loyalty

Teresa Cottam ·
Teresa Cottam looks at why relying on customer inertia is a dangerous gamble, especially when all the conditions that stimulate customers to re-evaluate their telecoms service are present.  I recently highlighted an example of where an...
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Customer Experience is Multi-Dimensional

What does a compelling customer experience look like? How can it be monetised and used to differentiate a service provider? What lessons can be learnt from elsewhere? How do we measure such an experience? (Can we measure it?)
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Why efficiency can lead to a poor customer experience

Snowden Burgess ·
Snowden Burgess, Telesperience's 'man on the inside' talks about why too much focus on efficiency can actually harm the customer experience, and why CSPs need to face up to the brutal truth.   George Andrew Reid , Women Operators, 1919  ...
Blog Post

Driving business benefits through use of social media

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the evolving use of social media in telecoms and how service providers are using it to drive business impact.  Camille Pissarro, Conversation   In a recent primary research project Telesperience...
Blog Post

How good is the telecoms customer experience today?

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at how CSPs think they're performing in terms of the customer experience they provide to their customers.  Gyorgy Vastagh, Chatting   We're constantly being told that CSPs finally get it: they...
Blog Post

How to select a BSSOSS system – choosing the right system

Teresa Cottam ·
CSPs selecting BSSOSS systems typically face three major challenges, in this article guest blogger Peter Bowen looks at the first of these – choosing the right system.  There are typically three key challenges a CSP faces when selecting a...
Blog Post

Is the telecoms industry too focused on the negative?

Teresa Cottam ·
Teresa Cottam argues that CSPs still see customers as sources of problems (complainers) and of revenue (patsies). By focusing on negatives and hard selling they are alienating customers and failing to optimise their opportunities.  ...
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