Tagged With "customer centric"

Blog Post

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...
Comment

Re: The Customer is king – Down with the king!

Teresa Cottam ·
Peter - I think what this raises for me is the issue of why be customer centric? For me customer centricity is not about fluffy stuff but about the fact it is a better way to do business. It also raises the issue of short v long-term business impacts. Too often today we measure only short-term impacts. These are important, but too much focus on them means that we don't understand the longer-term health of a business. When a business hits problems everyone is then shocked - when a careful...
Blog Post

Why the contact centre is dead

Teresa Cottam ·
Telesperience Chief Strategist Teresa Cottam looks at why the contact centre is a doomed concept, and what lies beyond.
Blog Post

The Customer is king – Down with the king!

Teresa Cottam ·
Peter Bowen looks at the relationship between profitability and customer centricity - sparking a debate on the importance of customer centricity and what it really means   Nicola Forcella Dans Le Souk Aux Cuivres Before 1868    ...
Blog Post

Trying to improve your customer experience? Then take another look at your OSS

Darran Clements ·
A key goal on many service providers’ to-do lists for 2010 is to improve their customer experience. This helps them move from the negative downward spiral of pure price competition to a value-based experience. But what does improving the...
Blog Post

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

Company Culture: Does it Impact Customer Experience?

Snowden Burgess ·
Our inside man, Snowden Burgess, looks at how company culture impacts on the customer experience CSPs deliver. He argues that company core values must be lived, not just written, and explains why trust is so important for both employees and customers....
Blog Post

Why CSPs risk losing friends and alienating people

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the customer experience issues that surround network upgrades.  The UK has finally decided to jump on the LTE bandwagon, and more and more of the country is seeing its fixed broadband upgraded as...
Blog Post

Separating the caterpillars from the butterflies – what are the core telecoms USPs?

Darran Clements ·
Teresa Cottam looks at the metamorphosis of the telecoms industry, and asks what the USPs of telecoms service providers really are. A few weeks ago someone asked me (again) what the core differentiators of the CSP are. Surely CSPs were all dumb(ish)...
Blog Post

Is horizontalism the latest IT cult?

Darran Clements ·
We used to talk about convergence, integration and automation; but recently there has been more and more talk of horizontalism. As horizontalism begins to grip telecoms IT, Teresa Cottam asks whether it’s just the latest IT cult. ...
Blog Post

Why poor customer care is undermining the telco business

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why service providers don't compare favourably to other retailers when it comes to customer service.   Tough Customers, 1881, John George Brown     Readers of Microsperience will recall my post...
Blog Post

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

SMEs - now we see them, now we don't

Morgan ap Darran ·
Telesperience's Morgan ap Darran argues that CSPs are still failing to build better offers for their SME customers.
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 Cage: why businesses are customers too

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 Level...
Blog Post

Warning! Billshock can seriously damage your brand

Customer Kudos ·
In this post, Telesperience's guest blogger Customer Kudos, explores why billshock has got to stop, and why CSPs must stop blaming customers for it. Wrapped Oranges, oil on canvas painting, by William J. McCloskey 1889, Amon Carter Museum of American...
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...
Blog Post

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...
Blog Post

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...
Blog Post

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...
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.  ...
Comment

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...
Blog Post

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...
Blog Post

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...
Blog Post

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...
Blog Post

Red hot telecoms tech: QoS gets up close and personal

Darran Clements ·
Bandwidth crunch, net neutrality, differentiated QoS, quality of experience, bandwidth boosts, smart insights… Where do we start? QoS is hot, it’s evolving and, goodness, it’s even controversial! by Teresa Cottam  What is the...
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

The Olympic opportunity: will UK CSPs be able to maximise it?

Teresa Cottam ·
Teresa Cottam looks at the effect the Olympics will have on the UK communications business, and argues the industry needs to think more positively if it's to maximise the opportunities. Plus there's a free Telesperience white paper to download.  ...
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...
Blog Post

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...
Blog Post

Designing the customer-centric product

Darran Clements ·
Telesperience's Chief Strategist Teresa Cottam looks at the need to achieve the right balance between customer-centricity and technology evangelism when it comes to designing the customer-centric product   It may not be universally true, but...
Blog Post

Dumb and dumber – the typical CSP approach to pricing

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at telecoms tariffs, service plans and our approach to pricing. She argues that too often our approach is so basic as to be "dumb", and sometime so commercially stupid as to be "dumber".     In my years...
Blog Post

A great experience starts with staff not systems

Teresa Cottam ·
What does a great experience look like? It’s based on empathy, it’s emotional, its better than advertising.   And your people are your biggest asset
Blog Post

Big and Small Data Offer Huge Benefits To The Customer Experience

Teresa Cottam ·
A conversation between Rob Rich, managing director of insights research at TM Forum, and Annie Turner, editorial director at TM Forum, about customers, net promoter scores and big data analytics.   Renoir, Conversation   AT...
Comment

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...
Comment

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.
Comment

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...
Blog Post

The secret to reducing churn is already within the network

Teresa Cottam ·
Sanjay Kapoor, CMO at Nominum, looks at the hidden power of DNS and how CSPs can unleash its potential to provide immediate impact on their customer experience and commercial agility.   James Ward, An Overshot Mill, 1802-1807      ...
Blog Post

This lady doth protest: recent musings on CEM and SON

Teresa Cottam ·
Nokia's Jane Rygaard continues the debate on CEM and SON, she argues for the importance of a 360 degree view of the customer and that what's required is a hybrid approach to SON.     John William Waterhouse - The Soul of the Rose, 1908...
Blog Post

Just how good is our customer experience?

Darran Clements ·
So it’s all about the customer experience is it? How good or bad do we think this is? Teresa Cottam shares some of the insight gained from our research into improving the customer experience. One truly tough conundrum (or TTC) is that despite...
Blog Post

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?)
Blog Post

Internal Politics and the impact on Customer Experience

Snowden Burgess ·
Telecoms insider Snowden Burgess looks at how the customer is lost within internal battles for supremacy.   In a recent post I talked about how internal politics destroys innovation (see How Internal Politics Destroys Innovation, Change and...
Comment

Re: Banks turn spotlight on mobile security

Monica Zeta ·
You are completely right, Teresa. "Were there is a problem there is an opportunity." That's how it's always been in business. The concern I have is that our industry has been systematically *good* at putting the burned on the customer, as opposed to understanding customer value. In other words, this should be seen as an opportunity for our industry to deliver value/assurance to customers that CSPs are there for them and have an edge compared to others that may come up with competing...
Comment

Re: Customer Experience: The Negative Effect of Fire Fighting Cultures

Teresa Cottam ·
My big question though Snowden is how does a company that has fallen into this trap get out? Any suggestions?
Comment

Re: Customer Experience: The Negative Effect of Fire Fighting Cultures

Snowden Burgess ·
Customer Experience is a not the easiest of concepts to define and quantify within the Telecommunications industry, there is no defined standards or approach. The one consistent approach across most Telco’s and Service Integrators is that they accept how important Customer Experience is to their success but they then allocate limited funds and resource to actual support any consistent or structured approach to improving it. After 20 years in the industry I have seen multiple attempts at...
Comment

Re: Why the contact centre is dead

Liron Golan (Nice) ·
I fully agree. Customer service organizations have always been in a continuous struggle to respond to the ever-changing landscape of customer expectations. No other industry has had to adapt and evolve more quickly to the new era of the empowered consumer, the growing number of communication channels and the challenges of the new millennial employee. And the contact center, with its special position, seated at the crossroads of customers, channel and employees, has been leading the customer...
Comment

Re: The obsession with technology execution versus enabling a customer-oriented strategy

Teresa Cottam ·
It's a hard truth but few CSPs have real strategy - they just have tactics (and often "me-too" tactics at that). Most telcos have become so risk-averse that what they don't realise is that this, in itself, has become a massive business risk. If I was investing in telco I'd want to ask some hard questions about strategy, which all too often seems to be vendor-driven and oriented towards buying products, and not true strategy at all (certainly lacking uniqueness). Those companies really trying...
Comment

Re: The obsession with technology execution versus enabling a customer-oriented strategy

Ashley Bowen ·
I think Monica's last paragraph is especially interesting when she says that CSPs need to start listening to and understanding their customers more. Of course, listening to customers is quite different from understanding them - both are important. We can "listen" in different ways: focus groups, analysis of complaints, press articles, there are lots of ways but following what the customer says doesn't always bring revenue. We can also "undestand" in different ways and CSPs need to get...
Comment

Re: The obsession with technology execution versus enabling a customer-oriented strategy

Jane Rygaard ·
Thanks Monica - I like this wake-up call for us all. I am right now at conference where small cells is the first topic on the agenda. It seems like small cells are planned without thinking about the customers (operations rooms people who needs to manage them as well as the customers who needs the coverage) Maybe I should show this blog in the break
Copyright Babworth Ltd. and © 2015 Telesperience - All Rights Reserved

Babworth Ltd is registered in England and Wales - 6620167

35 Firs Avenue, London, N11 3NE
×
×
×
×