Tagged With "customer service"

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

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...
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: 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.
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
Comment

Re: Radio access networks, the true home of customer experience management

Teresa Cottam ·
Jane Rygaard has posted an alternative view to this here http://www.telesperience.com/b...sings-on-cem-and-son She argues for a hybrid approach to SON.
Comment

Re: Can CSPs really have more for less?

Snowden Burgess ·
Teresa, there are two things you high light here that are massive. "reduce waste not cost", in my experience most CSP's generate their own waste through poor leadership/management, processes and restructuring for no good reason. and "if you can cut costs and improve customer care, great", the drive for operational efficiencies drives companies to turn in on them selfs, they blindly believe that by being operationally efficient, which by the way is just another name for cutting costs,...
Blog Post

The Cage: Lessons from India

Monica Zeta ·
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 Vice President of Research Monica...
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

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

Monica Zeta ·
VP Research Monica Zlotogorski ponders cupcakes, the lack of customer centricity in the communications business, and the paucity of real strategy.  Photo with thanks to User:Colin / Wikimedia Commons / CC-BY-SA-3.0...
Blog Post

The secret pleasure of the universal charger and what it teaches us

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the advent of the universal charger and why it provides important lessons for the industry.  Image courtesy of adamr via FreeDigitalPhotos.net   I was trying to make small-talk with a group of mums...
Blog Post

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

Time for a new approach to pricing?

MDS's Andy Peers looks at why CSPs need to change in order to better meet customers' needs and price expectations. He argues this means focusing on value not on lowest possible price.   Joachim Wtewael, The Fruit and Vegetable Seller, 1618  ...
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

Underwear and customer care

Teresa Cottam ·
Chief Analyst Teresa Cottam shares lessons from a good customer experience provided by UK retailer Marks & Spencer. When you receive a great customer experience it's highly memorable and transforms the way you think about a brand. Far more effective than any advertising campaign, staff make or break the bricks-and-mortar retail experience, which is why I wanted to share with you the experience I had yesterday in a Marks & Spencer store in the UK and explain the elements that...
Blog Post

Vodafone: £4.5 million to sour the EE 4G launch

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the latest foray in the UK's 4G wars. She asks: was Vodafone's advertising effective and was its £4.5 million well spent? A mosaic showing Alexander the Great in battle with Darius II   As I got...
Blog Post

Walking the customer experience walk

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at why it's time for CSPs to move beyond the customer experience talk.  Morning Walk, John Singer Sargent (1888)    We all know the theory right? Our customers are important to us. In future we...
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

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...
Blog Post

Can CSPs really have more for less?

Teresa Cottam ·
it's Thrifty Thursday and Chief Strategist Teresa Cottam looks at whether it's possible to have more agility, commercial impact and a better customer experience for less money.   Jean-Francois Millet, Waldarbeiter beim Holzsägen , 1850-52...
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

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...
Blog Post

Radio access networks, the true home of customer experience management

Teresa Cottam ·
Amdocs' Tanya White looks at how the widespread introduction of self-optimizing network (SON) features within the radio access network (RAN) means customer experience measurements are rapidly shifting toward the more relevant metric of active...
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

Speedconferencing: key take outs from Africacom

Darran Clements ·
For those of you unable to attend Africacom, or who were too busy on a stand to get an overview of the show, we bring you Telesperience speedconferencing. Teresa Cottam gets the low-down on the show from Cerillion’s Dominic Smith,...
Blog Post

Customer Experience: The Negative Effect of Fire Fighting Cultures

Snowden Burgess ·
In this post our inside man Snowden Burgess analyses another reason why CSPs are slow in transforming their customer experience. He looks at the fire fighting mindset, and how it encourages and incentivises the wrong behaviour from both CSP staff and...
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

Customer loyalty is dead - welcome to the age of infidelity

Teresa Cottam ·
Chief Strategist of Telesperience Teresa Cottam looks at why focusing on loyalty will be fruitless in the age of customer infidelity.
Blog Post

European Roaming Revenues Are Roaming Away— So What Alternative Revenue Streams are Available to Exploit?

Teresa Cottam ·
Guest blogger Daniel Russo from Tektronix looks at alternative sources of revenue that European CSPs can exploit to compensate for falling roaming rates.   The Gathering of The Manna, Bernardino Luini    The recent decisions by the...
Blog Post

Faster is better: automating analytics for improved customer experiences

By Shelley Schlueter at Nokia Networks, Head of CEM Product Marketing Twitter : @ sschlueter   Karl Witkowski, Happy Days, 1909   Yes, the telecom industry can do today what the internet (OTT) players like Amazon have already done for some...
Blog Post

FOMO, Control and the Art of Wasting Time

Matrixx's Jennifer Kyriakakis looks at what a realtime experience should be like to fulfil the needs of the always on, impatient consumer
Blog Post

Forget Zee - concentrate on me

Morgan ap Darran ·
Sometimes when I'm talking to my friend Ben, I quickly have to check it's not my friend Alice. Why? Because we members of so-called Generation Z are identical clones, with goldfish brains and no life beyond our screens. When I read about what older people tell me I should be like, backed up by the findings of their research, it makes me wonder if everything I know about everyone I know is true or not. These older people have us neatly packaged, labelled and described. They have a list of...
Blog Post

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...
Blog Post

When the non-telco industry expertise becomes the key selling point

Teresa Cottam ·
Telesperience VP of Research Monica Zlotogorski looks into how CSPs can enable new revenue streams based on a strong verticalization strategy.  Paul Klee, Kamel, 1920  Once upon a time (and for many companies, this is still the case), every...
Copyright Babworth Ltd. and © 2015 Telesperience - All Rights Reserved

Babworth Ltd is registered in England and Wales - 6620167

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