Tagged With "UK"

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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: 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: 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: Warning! Billshock can seriously damage your brand

Teresa Cottam ·
Great story Customer Kudos I also think it's unfair putting this back onto the customer. How many times do we have to say that customers don't understand megabytes but they do understand services. You can't expect people to manage their spending if they don't understand what things cost. It's like going to a supermarket that only has prices in Japanese and then having to guess what it's likely to cost you for your evening meal. Great if you're Japanese; but for the average Brit it's going to...
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Re: Is "who" now the most important question we need to answer?

Ashley Bowen ·
It strikes me that there are too many disparate initiatives going on at the moment to establish identity (including age), mostly to very low levels of assurance. In UK, the Government is planning to dramatically increase the numbers of e-transactions, starting with their Universal Benefits system. To do this, their are aiming to establish a market whereby third party suppliers will "validate" an identity to see if it exists and then "verify" it to see that the person claiming that identity...
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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: The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
*PLEASE NOTE THIS RESPONSE FROM EE* EE's press team asked us to point out the following: "that with EE you cannot go over your data allowance, so you’ll never experience “bill shock”. When you reach 80% of your allowance, you receive a warning message letting you know the limit is approaching. When you reach your data limit, you then are directed to a top-up page, and cannot use any more data without buying a top-up – this means customers are in complete control of how much data they use."...
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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...
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Re: BT superfast broadband controversy highlights change required in telecom business models

kimmedward ·
A phone network has exchanges handling voice calls and interconnections between the exchanges for those calls. Broadband and data networks are different although merging. RTA Cabinets
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Re: Let's call 4G "licence" what it really is - 4G tax

Dominic Smith ·
Great post Teresa - I totally agree that the politics of 4G licensing are something of a joke. The other side effect of the 4G politics is the extra coverage of '4G' in the news. This only builds further expectation amongst consumers and an increasing likelihood that 4G won't live up to the hype - this would be another lesson not learned from the introduction of 3G. Following the LTE announcement from Everything Everywhere I wrote some comments about this on the Cerillion Blog:...
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Re: Let's call 4G "licence" what it really is - 4G tax

Teresa Cottam ·
Thanks Dominic - we're really don't learn our lessons. We're still tech-led (new net whoopeedo!) and not customer or business led (what does it do for me?). If we don't focus more on the latter then we are heading for a big gap between net build out and new revenues coming in. The 4G fan boys are talking it all up because it's new net spending, new BSSOSS spending, new handsets... But from customer experience point of view are we thinking about what it means? Do we have meaningful services...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
A few more details that readers might find interesting. In August 2014, the Sunday Times reported a survey of 1,300 parents which found that 21% of respondents had faced billshock after a child bought game extras. 96% of parents thought companies should make it more difficult for children to spend their money. 80% of complaints the regulator PhonePayPlus receives relating to non-adult downloadable content (such as apps and games) is linked to minors. Complaints involving minors typically...
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Re: Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
On Twitter a £1 million billshock was revealed. CSP = EE. See: http://ow.ly/i/6G41l With thanks to David Rogers @drogersuk and Zahid Ghadialy @zahidtg for the link.
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Re: Innovation: will Europe run out of tech innovators?

Lisa Modisette ·
Thank you Teresa for this blog post near and dear to my heart. When I started in IT as a sales person for IBM in 1981, I was fulfilling a government quota. No more quotas these days but we are seeing a drop in interest in ICT from women in the USA also. There are all sorts of hypotheses why but the silicon valley allure is really only for the boys - it's become a boys club. You might find interesting this new line of toys being marketed here in the US for girls to get interested in...
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Re: Innovation: will Europe run out of tech innovators?

Paul Hollingsworth ·
An excellent post Teresa, and higlighting a baffling gap (at least in the UK) between supply and demand of ICT skills. As a father of 2 teenage daughters (one deciding her options for 14+ study this week), I am close to dispair at the lack of real ICT courses available. Yes we all know that the curriculum is over-full, and we most certainly need a literate and numerate population; but ICT is so important to our economy, health, carbon footprint (to name only 3) that I don't believe we...
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Re: Innovation: will Europe run out of tech innovators?

Ashley Bowen ·
The trouble with educationalists is that they rarely venture outside their own blinkered little world. As most of us understand, “technology” covers a huge spectrum of skills: of course coding is in there but unless you’ve got the up-front creative and then (often separately) entrepreneurial skills, then your technology is going nowhere. MNOs, as just one example, are involving themselves in a whole host of new business areas: mobile money, mobile health, mobile advertising and so many...
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Re: Innovation: will Europe run out of tech innovators?

Teresa Cottam ·
Thanks Lisa and Ashley - good thoughts there. I personally think it's no good trying to fix this problem by teaching coding - the problem is basically one of skills deficit and lack of passion on the part of teachers, combined with really poor media coverage which perpetuates stereotypes and prejudices about the tech industry and those who work in it. All the data shows there is no difference in interest or aptitude between the sexes. I don't want readers to think I don't fully appreciate...
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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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Think roaming billshock is over? Think again

Teresa Cottam ·
Thought European roaming billshock was a thing of the past? Chief Strategist Teresa Cottam looks at real examples from the summer of 2013 which show EU roaming controls and CSP operational processes are still not working to fully protect customers...
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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 cellcos publish new code of best practice

Darran Clements ·
In a move welcomed by Ofcom, six UK mobile service providers have published their Principles of Good Practice for marketing mobile broadband services. by Teresa Cottam The Mobile Broadband Group announced this month that its members –...
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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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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...
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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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Banks turn spotlight on mobile security

Teresa Cottam ·
Chief Analyst Teresa Cottam reveals new challenges and opportunities for mobile operators as a result of banking T&C changes in the UK. Robbery, Laszlo Mednyanszky Between 1910 and 1915 Changes are taking place to the small print on credit and debit cards in the UK, with many customers unaware of both the changes and the potential consequences. Pioneered by Santander, the measures are set to be widely adopted, with HSBC already having made similar changes. The...
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BT superfast broadband controversy highlights change required in telecom business models

Teresa Cottam ·
Chief Analyst Teresa Cottam explains why the UK's superfast broadband rollout raises far reaching questions about the telecoms business model in the UK. Image courtesy of Tom Curtis, freedigitalphotos.net  Questions have been rumbling around the...
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Why billshock is actually a risk to CSPs and not just to customers

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at the persistent weakness of billshock prevention. She argues that as CSPs evolve their role, they must focus on having more robust measures in place to tackle fraud, accidental overspending, bad debt and...
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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 control WiFi?

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the debate around freedom-to-surf versus child protection issues in the UK.   Nereid Monument at Xanthos in Lycia c 390-380BC  In the UK the issue of unfiltered WiFi hotspots reared its head again last...
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Why CSPs could do far more to help customers avoid billshock

Teresa Cottam ·
Image by fakelvis via Flickr Teresa Cottam tells you why UK Communications Ombudsman Lewis Shand Smith is “right on the money” with his recent comments, revealing a failing by CSPs and UK regulator Ofcom to protect UK consumers....
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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...
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Innovation: will Europe run out of tech innovators?

Teresa Cottam ·
Chief strategist Teresa Cottam looks at the danger the European economy faces unless we transform the way our kids - and particularly our girls - view ICT.   Picture credit: pictureYouth     I like to go into schools every now and again...
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Wire free in the UK: time to cut the broadband cord?

Teresa Cottam ·
Teresa Cottam looks at the viability of mobile broadband for consumers and small businesses.       My MiFi adventureA few months ago I decided I’d like to explore the fully mobile broadband experience with a view to...
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Let's call 4G "licence" what it really is - 4G tax

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the risk and hypocrisy surrounding 4G licensing in the UK. Image courtesy of Stuart Miles www.freedigitalphotos.net  The UK media is currently full of stories of mobile licensing. I'm not going to write...
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More Battles in the Digital War

Teresa Cottam ·
Guest poster Ashley Bowen, a seasoned BSSOSS consultant, takes a look at recent events in the formulation of our digital future, and poses an important question about the interplay between standardisation and competition.   The war for our...
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No sex (on WiFi) please, we're British

Customer Kudos ·
The telecom industry mystery insider "Customer Kudos" explores the very Britsh hysteria over "WiFi porn" and whether the UK government is right to try and make service providers responsible for content served up over WiFi. Prometheus chained by...
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Not quite a Christmas Carol: A tale of two crunches

Darran Clements ·
In this article Telesperience’s Teresa Cottam looks at the cultural and political divide between the US and Europe in terms of Net Neutrality and the strategies each region favours to address the impact of the capacity crunch. (With...
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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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Rural communities trailing behind in UK's digital development

Teresa Cottam ·
Telesperience's Chief Strategist Teresa Cottam looks at the latest research from Ofcom, which shows that real quality of service varies hugely between cities and rural areas.   Alone, by Felix Parra, 1898     Ofcom published data in...
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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.
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The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
Less than one month ago the press in the UK was full of excited chatter about the roll out of 4G. Chief Analyst Teresa Cottam looks at how 4G is panning out in the UK now that reality has set in. Juno showering gifts on Venetia Paolo Veronese, 1554-6...
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