CEM IN TELECOMS North America October 2014 LEON HARDWICK DIRECTOR, GLOBAL SALES & MARKETING leon.hardwick@spatialbuzz.com WWW.SPATIALBUZZ.COM
YOUR MOST VALUABLE ASSET VS YOUR BIGGEST TOUCHPOINT How do CSP’s balance customer expectation & satisfaction through ongoing network & technological change, incident and evolution?
THE CHALLENGE
IT’S ALL TOO EASY TO LOSE CUSTOMERS... - Mobile network operators are now utility providers - If network quality and customer service expectations are not constantly met, your valuable subscribers can easily churn to competitors - Even localised congestion, lack of coverage or outages can quickly damage your brand if not addressed promptly Operators need to become Customer Centric and adopt innovative ways to drive up subscriber satisfaction and retention …AND EXPENSIVE TO GET THEM BACK
EXPANDING ON THE CHALLENGE…
LETS LOOK AT THE PROBLEM
LETS LOOK AT THE PROBLEM AT&T web backlash - EE Twitter storm – Silence is de fi nitely not golden being too relaxed doesn’t work either
LETS LOOK AT THE REPERCUSSIONS OF THE STATUS QUO… Brand damage – social media & online customer voice now spreads like wild fi re, impacting a brand you work so hard to build Financial – impact of fi nes and revenue loss are potentially massive Customer satisfaction – direct link to negative impact on NPS/CSI scores Liability – legal implications for liabilities occurring due to loss of mission critical services or even more serious injury based issues OUTAGES ESTIMATED TO COST CSP’S $15B EVERY YEAR!
NOW TO THE GOOD…
TELEFONICA UK CASE STUDY VIDEO
THE REWARDS…
OUR VISION
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