Tagged With "CSPCX"

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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: 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: 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 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...
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...
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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...
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Three things you should know about loyalty scores

Teresa Cottam ·
Miia Toivola, Head of Customer Experience Management Marketing at Nokia looks at the increasingly popular use of loyalty scores by operators. Measuring customer loyalty and satisfaction brings in the voice-of-the-customer to various departments of the...
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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...
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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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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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WiFi offload – beware the hidden commercial dangers

Teresa Cottam ·
Teresa Cottam looks at mobile data offload, and why CSPs need to think about commercial and customer issues when planning their offload strategy.    As I noted in a previous post, it was hard to escape the WiFi story at Mobile World...
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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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Mind the perception gap

Teresa Cottam ·
Chief Strategist Teresa Cottam asks: do you really know what your customers think of you, or have you become self-delusional?   Thomas Pollock Anshutz, A Passing Glance   With the best intentions in the world, a company puts...
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Putting the Service into Service Provider

Teresa Cottam ·
Dominic Smith, Marketing Director at Cerillion, says CSPs must stop selling technology and look to the Clouds to really understand what makes a great customer experience. Simon Denis, Study of Clouds with a Sunset Near Rome, 1786-1801    ...
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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  ...
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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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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...
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First touch, last touch, every touch

Teresa Cottam ·
Teresa Cottam looks at the importance of customer first touch and last touch.   I recently had a nightmare experience of changing broadband provider. This experience demonstrated the importance of the "first touch" a CSP has with their...
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Getting smarter at small cell placement - OSS day

Teresa Cottam ·
Small cells need to be carefully planned and located accurately, to maximize the service providers' return on investment. Amdocs's Phil Bull looks at how misplaced small cells can result in a waste of time and money. To locate them accurately, service...
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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...
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