Tagged With "personalisation"

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Re: UK bank starts personalising money

Ashley Bowen ·
I find the whole concept of personalisation intriguing. We have spent years de-personalising by replacing paper bills (which most people opened and then paid by cheque) with electronic bills (which many people don't open - direct debit payment is automatic), by replacing customer service reps with IVRs wherever possible and by replacing many face-to-face sales transactions with the web. Now we find the relationship with the customer is pretty low and we are introducing this concept of...
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Re: UK bank starts personalising money

Dominic Smith ·
Some of the banks also now let you personalise your debit / credit cards by adding a photo / image of your choice, and there are some ATMs in the east end of London that you can use in the Cockney language - so you can withdraw a 'Lady Godiva' or two. All of which goes to show there is innovation going on all the time, even for something as apparently straightforward as cash.
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Re: UK bank starts personalising money

Teresa Cottam ·
Dear Customer Kudos I wish, wish, wish they'd let me personalise voicemail options - get so sick of having to listen to them read our a number (no idea who it is) before I'm *allowed* to listen to the message. Ideally I'd like them to match the number to the person in my contact list... is this really beyond the wit of man? The key to a lot of this is to let me choose and do the hard work (self-personalisation) rather than them keeping imposing things upon me because some clever marketing...
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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: 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: To Create Business Moments, Perfect Customers’ Digital Moments

Snowden Burgess ·
Personalisation and customization are keys to the future, if your not relevant and now your behind the curve. So most CSP's will struggle trying to drag their 20 year old home developed platforms into this new world.
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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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To Create Business Moments, Perfect Customers’ Digital Moments

By Malla Poikela, Head of Marketing, Intelligent Data at Comptel         Today's digital natives – or "Generation Cloud" – are putting new pressures on digital and communications service providers. These customers are...
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UK bank starts personalising money

Customer Kudos ·
 Guest blogger Customer Kudos reveals how personalisation is even creeping into ATM machines and examines what CSPs can learn from this. Gerrit Dou, The Moneylender, 1664    For those telecoms firms thinking that personalisation is too...
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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...
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What customers really want from mobile service providers

Teresa Cottam ·
In this post Teresa Cottam looks at what mobile customers really value from their service provider.     In Telesperience’s recent research on what mobile customers really want and value from their service provider we discovered...
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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...
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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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Maximising your revenues: why mindsets are harder to change than infrastructure

Teresa Cottam ·
Teresa Cottam looks at how CSPs can maximise their revenues, and starts at the very top of the CSP. Coins from Bosnia, Slovenia, Hungary, Denmark, UK... Magyar: érmék (Photo credit: Wikipedia) We often discuss the failure of CSPs to...
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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...
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Rising coupon fraud presents opportunities for CSPs

Teresa Cottam ·
Teresa Cottam looks at the increasing popularity of coupons and vouchers as a retailing strategy, and looks at what the opportunities and lessons are for CSPs.                     Image Courtesy...
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Why telecoms operators better start enjoying meze

Teresa Cottam ·
Telesperience's Chief Strategist Teresa Cottam looks at the new sources of revenue for telecoms operators, and how these are changing revenue composition.    The Picnic, G.G.Kilburne, c 1900     At a recent conference I talked...
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Dear Dave - my journey through the nine circles of customer service hell

Teresa Cottam ·
In her letter to Dave Dyson, CEO of 3UK, Chief Strategist Teresa Cottam explains why despite his apparent emphasis on improving the customer experience, his company still has a long way to go.   Inconsolable Grief by Ivan Nikolaevich...
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Is Your Innovation Effective Innovation? (Part I)

Teresa Cottam ·
Telesperience guest blogger Monica Zlotogorski, Program Marketing Manager at Openet, asks what “innovation” really means with regards to communications service providers, and explains why “state-of-the-art” does not mean...
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Is Your Innovation Effective Innovation? (Part II)

Teresa Cottam ·
Telesperience guest blogger Monica Zlotogorski, Program Marketing Manager at Openet, asks what “innovation” really means with regards to communications service providers, and explains why “state-of-the-art” does not mean...
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Three reasons why telecoms operators should start storing their historical data right now

Big Data technologies, cloud services and price drops in storage disks have made it possible to store huge datasets. Now companies can keep hundreds of terabytes and even petabytes of data forever. But what is the benefit of keeping all this data, especially for telecom operators? Is there a real ROI for all the trouble? Bora Kizil, CEO of French start-up Ezako reveals three main reasons why telcos should make the most of this gold mine.
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