Tagged With "churn"

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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 poor customer care is undermining the telco business

Paul Hollingsworth ·
Teresa, Ouch; some pretty hard punches aimed directly at the CSP soft tissue. There is a lot of truth in what you say. BUT - and this is in no way an attempt to provide an excuse - there are some significant differences in CSP-land that I believe are behind many of the failings to focus on customers: 1) Unlike in a grocer's store the "front of house" staff often do not have the knowledge or systems to be able to fix the problem. Fixing your mouldy bread or broken bottle is a matter of...
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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...
Blog Post

The outlook is complaints followed by churn – do you want to borrow a “brolly”?

Darran Clements ·
Teresa Cottam takes an affectionate but sceptical look at the CTIA’s attitude to “bill shock”. And considers why ignoring the problem is not going to help. US CSPs need to embrace the opportunities presented, not try and bury their...
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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      ...
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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...
Blog Post

Bridging the capacity gap: why CSPs need to make better use of what they already have

Darran Clements ·
In this article Telesperience’s Teresa Cottam looks at how CSPs need to alleviate the effects of the capacity crunch by optimising use of existing capacity. Telesperience has just completed an in-depth look at the nature of the capacity crunch...
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...
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Maximising the SME opportunity means understanding SMEs

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at what European SMEs really want from their service providers and explains how failure to meet their needs has resulted in a low level of loyalty.  James Abbott McNeill Whistler, Chelsea Shops, c 1880 ...
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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Optimizing Mobile Network Performance with Subscriber-Centric Intelligence

Teresa Cottam ·
Affandy Johan, Senior Product Marketing Manager  from InfoVista looks at the importance of understanding quality of experience, and how CSPs can leverage subscriber-aware data to optimize network performance and deliver a consistently high QoE,...
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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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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...
Blog Post

Customer experience gets competitive, as Ofcom moves to improve customer complaints procedure

Darran Clements ·
As Ofcom announces a new Code of Practice in the UK for handling customer complaints, Teresa Cottam considers the likely commercial and strategic impacts. New Code of Practice for handling customer complaintsFollowing its review of...
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...
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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

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...
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

#IVRhell and #churnfury

Darran Clements ·
Teresa Cottam writes about why it’s important to use our experience as customers to transform the customer experience for the better. As a telecoms software analyst I use this blog to write about new things I’ve discovered, to explain and...
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