I wrote a couple of weeks ago about a friend’s challenging experience with a telecom operator struggling to deliver the omni-channel dream. I’m pleased to say that my friend eventually sorted out his bill. The charges for the cancelled line were all refunded, and the bills corrected going forward.
Browsing Category Omni-channel
Omni-channel designed for the job
It was great to attend this year’s TMF event in Nice and catch up with the progress of the Omnichannel Collaboration Catalyst – a proof-of-concept project exploring the omni-channel experience in telecoms, from a customer perspective.
Where is the opportunity for operators in Wearables?
The operator To Do list reads rather heavy on self-improvement these days: go digital, seek fulfilling partnerships, do everything possible in order to become more flexible and agile…
Finding the Social Commerce breakthrough
Shopping and socializing: that’s what we spend a good proportion of our time on the Internet doing, live Tweeting America’s Next Top Model while simultaneously scrapping it out on eBay for that total bargain, must-have roll of vintage William Morris wall paper… (Well, that’s what my Saturday nights look like anyway). So it felt like it made sense when the two biggest draws of the Internet began to merge, with the advent of Twitter’s ‘Buy’ button.
Because I’m ‘appy
In this fast moving digital age, the app revolution feels like a distant memory. Certainly, its halcyon days – when we consumers rummaged the app store, hungry to gobble up the latest app – are over. Long over.
Omni-channel customer service matters
“If operators cannot get the basics of customer service and coverage right, then – regardless of the generosity of their data allowances and the speed of their networks – they will have difficulty holding onto their customers.” Read More →
Streamlining services for smarter shopping
Are we all getting ready for the season of goodwill, holidays, overindulgence in food and drink and total immersion in retail therapy – aka shopping? Aren’t many of us doing this shopping from the cozy lounges of our homes on our mobile devices? But, is your mobile operator doing enough to offer seamless, omni-channel shopping experience?
Systems overhaul required
So, National Customer Service Week is upon us, in the UK at least. This worthy initiative, aimed at improving the lot of the long-suffering customer, was featured in our September blog about putting the customer in control. And here’s another blog bringing to light the state of customer service in our industry, with real-world examples. Read More →
It’s time to put the customer in control
October sees National Customer Service Week in the UK. It’s an initiative aimed at raising awareness of customer service and the vital role it plays in successful business practice and the growth of the UK economy. There is a lot of information on the website, including a breakdown of complaints by sector. Guess which sector wins the dubious prize of generating the most complaints? Yes, it’s telecommunications and media. Read More →
Do operators need to show more imagination over their channel mix?
Despite maturing markets and the digital shift, most operators continue to work with an outdated store mix that was designed in a simpler channel environment.
Big branded stores were designed to sell devices, which made sense during the massive shift from feature phones to smartphones. But that wave has leveled out, while branded stores remain a major spending item for operators, typically consuming 5-6% of total operating costs.
