Tuesday, 8 November 2011

Customer Experience Management - The Telecom Industry Ahead


telecommunications service always follows the path of growth in the last ten years by increasing the customer base as well as adding a number to your annual income. They kept pace with the competition and played with amazing success in the past. But lately, they are faced with the enormous challenge of adapting outstanding, highly penetrated markets, combined with the global recession effect. Therefore, a paradigm shift in their business models to adapt to the current situation is very necessary and need of the hour is to manage the customer experience to achieve higher retention ratio.

The challenge in the modern telecommunications industry - customer retention

In the modern day telecom industry that has achieved a high level of penetration, customer acquisition gets even more expensive. Industry Analysis states that only 25% of acquired customers stay with the company after a year and an average of only 20 -30% of total customer revenue earning / profitable customers. This dugs deep hole in the balance of telecommunications services. Because of the churning effect of customers, there is an imbalance created by the gross and net customer additions that.

Forward path: The path to customer retention - customer experience management

So, the big challenge for telecom operators around the world manage customer churn. This affects the profitability of the company, if a customer churns before the company can earn back the investment it made ​​in acquiring customers. Therefore, it is very critical to identify profitable customers and keep them.

Retaining profitable customers involves two steps:

1 Identifying income earning customers from all customers
Second Managing the customer experience and customer value for revenue-generating customers

Identifying revenue earning customer

of telecommunications services must define your business logic to identify the revenue earning customers, for example, customers using more than ARPU were classified as highly valued customers, or in the case of pre-paid, charging customers more than INR 250 a month (in Indian scenario) are considered as income earnings. Depending on the business rules of the entire customer base should be divided into earned income customers and non-revenue earning customers. Manage customer ARPU Average revenue per user. Manage customer information in a scale 40-50 million is a challenge. This can be achieved with the help of various tools of business analysis (eg SAS, SPSS, Teradata, etc. ).

Customer experience management

After identifying the value / revenue earning customers, managing those identified groups of customers are of paramount importance.

focus on customers instead of products

During the past year, telecommunications services are concentrated on the introduction of new products. They have created new products / services, and then tried to find or create a market for them. However, increased competition among existing providers and to lower barriers to entry of new players has resulted in a rise in predatory activity in the telecom industry. In addition, the cost of acquiring new customers has increased significantly. Thus, in modern times, there is a gradual shift in focus from the introduction of new products for the acquisition of new clients customer experience management is being observed. Currently Telco need to concentrate on maintaining the existing valued customers and targeting more wallet share of each customer by creating more value and better user experience.

For example: In the UK, O2 has aligned its functional silo to obtain their existing customer's perspective in making decisions and product design promotional offers. They were directed to keep asking the same weight for the renewal and acquisition. By this the company has reduced its losses to half the character of your existing code.

Nintendo has established an online community for capturing customer insights and offer incentives in exchange for customer information. By this Nintendo has gained valuable insights into market needs and desires.

The customer is guided adjustment of

There is an underlying assumption that service providers will dictate the future of telecommunications products and services. But with the growing bargaining power of buyers, there is a shift in paradigm, service providers must adapt their model based on individual customer preferences. Now, the business will follow the lead of the customers in the design and promotion services designed to meet specific customer needs. Under these circumstances, service providers need to identify the unique needs of individual customers, and then try to develop services that meet the multiple needs.

with this model, mass marketing will assign a custom market research services and survival will depend on the company's ability to meet customer demand on an ongoing basis. In other words, users will dictate the terms of service they intend to get.

Making multiple channels

providers should develop more channels for sales and support to enhance the customer experience. Increasing the footprint by adding to the stores is one of the options that telecommunications providers have practiced since ages. Traditional channels such as call centers were also in focus. With increasing competition and slowing economic growth, operators are looking for an economical way to serve their customers, while keeping intact the quality of service. At the end of the service provider would like to move most of its sales and service on-line via the web to achieve better economy. In addition to achieving cost-effective solution by moving to online channels, operators can enable customers to perform various activities at a much cheaper price than the retail channel.

via the web channel, customers can perform a variety of activities such as:

- Bill viewing and payment online
- Online registry of complaints for support
- Change price plan and subscriptions
- View product catalog and purchase products / services on-line

In addition to these activities, operators can offer promotional services and cross-sell other products through weba.Operatori can have added income management ticker on their websites and advertisements.

to provide clients with consistent and related experience, operators need to integrate all existing channels. When a customer walks in the trade, the customer service representative should be able to retrieve his / her past interactions across all channels to serve him / her in the best possible way.

operator to analyze / monitor how customers use these channels. Depending on the available data customers use these channels, operators can identify the preferences of individual customers and mold their offerings accordingly. According to the operators can build a customer experience empowering them to carry out activities and hence increase the value of services for them.


There are various ways of launching customer centric and value driven transformation. Operations may start with a high-visibility initiatives such as equi-balancing spending on customer retention and a greater emphasis to enhance the overall customer experience and customer empowerment. This transformation is the key to modern day telecommunication services to the race and excel in the future. Therefore Telco need to reorient their business and marketing model for managing the customer experience better and more efficient way

Monday, 7 November 2011

5 Key Roles of a Customer Service Representative

The service area of ​​business that offers exclusive services to customers based on their requirements before, during and after kupnje.Baza Power customers only depends on the type of service they receive from any company or companies. It is also a known fact that customers are the driving force of any business and if they do not remain intact, then the credibility and profitability decreases drasti─Źno.Veza between them and the company is regulated by the individuals involved in this profession. In addition, the value and importance of customer service representatives in a company can never be denied.

Service managers have several roles and responsibilities for the performance. Among them there are five key roles that play a key role in the survival of any business.

customer retention

customer retention is one of the important role played by customer service representatives. Managers perform this task is to provide quality products, timely provision of information, problem solving products, helping customers find what they need, offering good after-sales service, and delivering the promise of commitment. Was in accordance with this part of the business can deliver the bad image that the company can reduce its value in the market.

Product Improvement

executives in this area make a great contribution to the development of products. Any complaint about a particular product or service are often made ​​to a customer service representative. After the complaint was registered, he or she can give a thought on the registered complaint, and then transferred to the desired section with suggestions for improvements. In this way, a representative form of a complete product development cycle.

Lead Generation

Service matters submitted which provides new business opportunities and generate high prihod.Rukovoditelji play a key role in generating leads, and then transform those leads to sales. Their role is to convince customers about the value and benefits of a product or service. How many customers can be assured completely depends on the capacity, capability, and persuasive power of the executive.

Strategic Plans

Customer service representatives also play a significant role in defining strategy and dimensions organizacije.Definirana strategy is scheduled for execution in order to ensure clear vision and a brighter customers, shareholders and business associates. This strategy involves the use of advanced technologies, development of employee skills, and quality control.

Team Building

Team building is another important role of customer service executives. These executives are the link between trade and other departments in the business. They pass on the details, comments, and suggestions for individual customer classes. This association requires the maintenance of working relationships within the company and promote teamwork.

To know more, check.

Customer Engagement 101: Honor Your Customers

more I think about it, the more I realize that a serving is about honor. Hoteliers and spa professionals honor your guests ... health professionals honor their patients ... teachers honor their students and so on. To fully understand what this article is about, let us first define "honor". Quick overview of all dictionary will find that word that means to show high respect and hold in high esteem. No matter what industry you are in, each client deserves to feel honored, regardless of who they are and whether they have been classified as a VIP or not.

be present

When our computers malfunction, many of us, press "Ctrl-Alt-Delete" to refresh the screen and start over. Would not it be great if we all had a Ctrl-Alt-Delete keys to our bodies to freshen up before serving each customer? Every customer should get the best version of us at any time. However, it can be difficult if you're serving dozens or even hundreds of customers a day.

I recently came across a blog post family life stylist. In it the author writes: "Commit to yourself that no matter what kind of day you have, you will commit first to be present. Be present in your mind, in your space and your spirit. Be present in your mind as you spend time with their children to be present if you only have 15 minutes to exercise, to be present even if you only have five minutes to get under the shower. "Half of your attention not only to reduce it. Or give your full attention to what you are doing, or nothing at all.

Honor your customers

If the service about the honor of others, then the assumption is that people, generally, are worth the value. Imagine that there is a banquet next week in honor of philanthropist in the community. The purpose of the event to show appreciation for the honoree. The philanthropist should feel elated and never forget that moment for the rest of his / her life. Honor your customers know what they want and earnestly strive to meet and exceed those expectations. Honor your customers by thanking them for choosing your business over others. I'm honored to do something as simple as giving a sincere smile (consistently ).

On a recent flight from London to New York, the flight attendants perform each service detail with military precision. Almost without fail, but not one of them smiled. None ... for the entire 7-hour flight! It is very possible to serve their customers, rather than engage them. Those flight attendants is not everything right, but I felt like I was being served by robots.

If you are committed to honor your customers, you should be happy that:

• Display and communicate your appreciation for their patronage.
• Demonstrate your utmost respect.
• Give your best self, regardless of your personal trial that day.

Honor your role

in honor of their role means that you strive to add value to your team and your organization. Do not take for granted that you have a job in the first place. I do not think that a job as a form of law or something that is owed to you. Instead, the honor of his role is about how grateful and thankful that someone thought highly enough to give you a chance to be in that role. It is now up to you to re-earn that opportunity every day, with every customer.

Adding value means that you are not satisfied with just having a job and perform their duties. You want the team to be better, because you're at it. Those who seek to honor their part to leave a legacy for their team, their company and their profession.

I know that the honor of being used and practiced in some parts of the world more than others. I acknowledge that. At our best, however, we all know how to make others feel honored. We do this in our relationship, to "fight" a potential client, or even to celebrate a special occasion like a birthday. So, my challenge to you is to be present, the honor of your customers and honor their role. Players practicing these three principles will inevitably bring honor to themselves, their teams and their organizations.

Monday, 31 October 2011

Understanding Sales and Customer Service Team Development in Call Centres

To better understand how a conflict within the team, we look at how teams are formed and the stages they go through in moving from a group of individuals to a cohesive team. It is generally known that teams go through 4-5 stages in the formation and that some of these stages must include the various elements of the conflict:

John Tuckman developed a model that illustrates the stages of team development, if:

formation -
This is the first stage of team development, when members are engaged in finding out about the task and goals / where they fit in - not wanting to be too radical, etc., investigating other members of the attitudes and skills assessment and rely on the leader for direction, leadership, clarifying the rules and the establishment of group culture

storming -
The second phase in which, conflicts can occur during a task / job is to resist the emotional level / degree of depression can set in / group can drift without a clear sense of purpose and possibility of a power struggle occurring

Norming -
The third phase in which the conflict is resolved / collaboration begins, views are changing, with new standards or standards are developed, developing trust, people talk and listen to one another.

Run -
This stage can only be arrived at after the first 3 phases are worked up. At this stage, people belonging, teamwork has been made, the roles are flexible, solutions and ideas are being implemented, with team members working toward a common goal.

Mourning -
This final stage occurs when the team disbands, for example, upon completion of the project, or if a team member leaves. Tim can experience a sense of loss and in the case of project teams dissolve and members returning to their normal duties, a May feel disoriented and removed from their normal work team. For permanent teams that lose a team member with a sense of loss, productivity may fall, while the remaining team members to adapt and temporarily distracted by considering the implications of change.

Tim can go backwards and forwards. For example, when a new person joins a team or an existing member leaves the group will return to the design stage. This is often referred to as "group dynamics change'.

Occasionally, the team may skip a stage, for example, goes straight from forming to norming. This will depend on the interests of individuals and their backgrounds.

We can see from the team formation model that conflict is most likely to occur in the team and make the storming phase. However, it is not absolute. Conflict can occur at any time, when differences arise, and can actually happen when the team reached the performance stage some time ago.

Understanding what stage the team is in its development is useful in helping to determine when intervention is appropriate and when it may be less appropriate. For example, completely denied the team the opportunity to share different views and opinions on issues of intervening when it is not necessary to do so, may impede or slow down the team's natural progression towards norming and performing stages.

It is therefore important to recognize that not all conflict is negative and should be avoided. The exchange of ideas and different opinions is not only wrong, but if a team is desirable to mature and accept each member of the role and contribution to the team.

, however, the conflict worsened by including personal insults, intolerance or bullying is clearly not acceptable and requires rapid intervention team leader / manager. Similarly, in the event that it becomes completely gridlocked on the issue, Interventions May be required.

skills is therefore in the development and monitoring team performance and identify early signals of the type of conflict to be solved with the participation of team leader / manager.

Friday, 8 July 2011

The Consumer Price Index (CPI) - Only the Tip of the Iceberg

Who does not want to believe that inflation is somewhere below 3 or 4%? But then again, who would like to believe that money really does grow on trees? Are you kidding aside, unlike money in the trees, the story, the Americans still led down primrose path about inflation. What I mean is that it should have low inflation today is a full-blown urban myth.

consumer price index (CPI) serves the government well. As the cost of living adjustments for Social Security, Medicare, Medicaid, welfare payments, wages and pension adjustments for civil servants and retirees are all tied directly to the CPI, the index having low saves the government nearly a billion dollars.

But what about you?

apparently low CPI in combination with low interest rates and easy credit encourages overspending and increased use of credit. If he knew that the real inflation rate is at least 10% annually, would be as comfortable incurring debt at your current rate? I do not think so. You would realize you were going to need more income in the year (s) to come up not long to eat your resources. Experts agree that the cost of living is rising faster than revenue.

In fact, The Wall Street Journal on January 3, 2006 reads in large letters: ". For Americans in 2005, earnings did not keep pace with consumption boom" Spending has not outpaced spending in the U.S. since 1933. According to an article in 2005, preliminary data show that the American government spent $ 39 billion more than it earned. Access to credit has become more important than ever before. According to the Plastic Safety Net: the reality behind debt in America, October 2005, food and other basic loan is paid more frequently.

Are you crazy when on the one hand you say the CPI is low, the economy is growing, but on the other hand, your personal experience says something very different? Heating bills go up 50%, housing prices rise by 45% between 2000 and 2004, property taxes soar along with college tuition and medical premiums. Go figure! People are tapped out and living on the edge.

government is a whole tool kit of strategies to maintain a low "official" rate of inflation. One of them involves preserving what is called unstable goods and services or from the index or "weighted" in such a way that they have a lot of influence (ie, property prices, property taxes and energy costs.) As far as real estate, consumer price index is used rent image, called rental equivalence for monitoring housing costs as a way to avoid factoring in real housing costs. It is very important because 30% of the CPI has to do with housing! Real estate tax increases do not get factored in at all. Read this article, basic rates:

Richard Benson, president of the Specialty Finance Group, LLC and PrudentBear.com, and his wife took on the task of monitoring their personal expenses, to reveal your true rate of inflation. Their starting point was the happy fact that they owned their cars and houses (paying more). Even so, they discovered that the basic costs are rising 80-10% annually, including health insurance, automobile and property costs, electricity, high speed internet, telephone, property taxes and monthly maintenance. Food (groceries), gas for cars and clothing costs are not included. Imagine what the real inflation rate for those with mortgages, especially if they are purchased within the last 5 years!

When this "unofficial" basic fact of escalating costs and probably 10% of the actual rate of inflation is considered, it is a serious break. However, when combined with the fact that interest rates are the highest in two years, and that the housing bubble peaked and may soon burst to start the recession, it's really numbing thought. For the past five years, homeowner Mania is driving the economy, personal finance spending through a "cash out" mortgages to pay for all the savings and income can not.

A report written by Lehman Brothers investment firm said that while residential building is only 5% of our national economy, one third of economic growth in this period can be attributed to the housing boom. Goldman Sachs Group Inc. and the Center for Economic and Policy Research estimates that if the housing market does not change dramatically, the U.S. stands to lose between 1-6000000 jobs. And that does not include jobs in other industries that are dependent housing construction.

no corrections spending rate for the average American (and world citizens), the era of modern-day slavery lurks dangerously close. Similarly, in the ownership of human masters, the risk today is one of the co-owned credit lending institutions. Since all chunks of revenue pledged to pay interest loans (on behalf of "to have everything" and "Live Rich"), families and individuals pay the real price -. The gradual loss of personal freedom

It's time to wake up from wishful thinking and smell the truth of the economy shape shifting to one that requires individuals to access credit as a basic necessity. Unfortunately, as a positive and optimistic will change the way the system works. Right solutions require the acquisition of secret information about how money works, the personal conviction on the basis of this secret about the money to change the personal finance habits and grassroots cooperation with other like-minded people. It is nothing less than a lifestyle revolution.

Wednesday, 22 June 2011

Why the Recession is the Best Time For Home Improvement Projects

At this time of economic turmoil, holding onto their money and keep them stashed somewhere safe is a good idea. But you know what? There is a better idea, and it is to invest in their home in New York. What better way to enjoy every male but lived in luxury every home can improve the offer at the end of the harvest more dollars in resale time? Whether you're in Long Island, Brooklyn, Queens, Staten Island and Manhattan, it pays to look at the benefits. Here's another reason why the recession is the best time for home improvement projects.

In the current market that we are all, even the industry giants are hurting. This time, more than ever is the best time to spruce things and encourage home appeal and value, and quality of life for families. Financially speaking, improving your home now would not be as bad as you think. To enlighten you, here are the advantages of solving projects in a recession.

more budget friendly options

All companies, even giants in the home improvement industry are affected by the recession that has hit not only New York and the United States, but the whole world as well. In addition, the discounted sales and bargains are not uncommon when you try to shop around from one store to the next. It seems prudent customers benefit from high quality materials, goods and products at much lower cost.

Performers Competition aggressive

As in the work field that requires you to always be in motion to tough it up, entrepreneurs fear the sleep for days. A low economy is not helping them enough jobs. It appears contracting companies to compete more aggressively not only in terms of marketing efforts, but the whole package will get you home if you hire some professionals. Most qualified contractors offer lower service costs plus a home improvement promotional bonuses such as the completion of small jobs for free with the contracted work.

quality pages

recession is usually caused many homeowners to hold on tightly to their purse strings. This makes it less possible for our clients qualified New York papers. I have been less busy, the more time they can allocate for your home improvement project. Because of this, your hired contractor can pour in more efficiency on the job that allows him to look even in the smallest detail. It makes for a timely completion of work and better quality results for you and your family to enjoy.

Recession Fuels Green remodeling and improvements

As if the above does not make home improvement more tempting to take now, here comes another great benefit. The government is even willing to pay for the deal and investing in energy-efficient home improvements. The advantage of the tax credit for homeowners is to economic stimulus package Obama. Not only will this make up for the biggest cutback on your planned remodeling budget, but also would be getting a significant reduction in your future monthly electricity bill.

Monday, 20 June 2011

LET'S TALK TAX STILL The Best Tax Shelter Around — Your Personal Residence!

With today's economy many homeowners are struggling to make ends meet. If you are a homeowner, you may recognize the above. But home ownership is still one of the best investments that can be made. In fact, Uncle Sam has thrown you a tax shelter that is beyond compare. May you deduct mortgage interest paid on your loan and deduct property taxes paid in the state. These deductions are based on being able to itemize your deductions on your tax return.

If you do not currently own a home, this tax is a significant advantage enough to make you look seriously at home ownership. There are, of course, exceptions to every deduction. One of the complexity of home ownership tax deductions surrounding points.

as "Count", the deductible?

Points are one type of charge to close to your lender. If you pay points when you buy your new home, you can be fully deducted in the year of acquisition. However, if you refinance your loan, then the points must be deducted over the life of a new loan. In the event that you are deducting points per year, and then decide to refinance again, you will be able to refuse to pay the balance point when the old mortgage.

There are some limitations:

    points should not be more than the amount generally charged in your area. Funds provided to the closure must be at least equal points. the loan must be used for the purchase or construction of major local taxpayers. Points are given as a percentage of the amount of loan principal. points clearly indicated on the settlement statement as charges for a mortgage.

Limits on Mortgage Interest Deduction

Predictably, there are restrictions on the mortgage interest deduction. Only the interest on the first $ 1 million home acquisition debt is deductible. (Acquisition debt is defined as debt to buy, build or substantially improve the residence.) Home equity debt limit less than the fair market value of the home minus the acquisition of debt or $ 100,000 ($ 50,000 if married filing separately).

the biggest tax advantages of homeownership

Probably the biggest advantage of home ownership occurs when you decide to sell your home. If you have lived and owned a personal residence for two out of five years, you can sell the house and are not taxed on income up to $ 250,000 for singles and $ 500,000 for couples. This rule seems to be very straight forward and simple, but beware, there are many exceptions.

work to move -if you have to move from their area (50 miles) and are unable to meet the two year period, can be proportional to time based on a formula using the ratio consists of a number of days that owned and lived in a house on the total number of days in the relevant 24-month period (c. 730), multiplied by the exclusion amount.

health problems require a sale- if health problems forced him to move from your principal residence, can be proportional to time on and off based on the formula above.

Ideally, a couple who kept good records of time to buy property and live in the house for two years, sell it for profit, and then repeat this procedure. However, there are many pitfalls that cause tax problems, such as special rules surrounding home office and move / rent / return situations that affect the two five conditions (this includes setting up depreciation recapture). Given the many rules and nuances of tax laws, many people opt to hire a licensed tax professional, such as the registered agent.

When you consider the possible gain from the sale of the house, and tax breaks that the government makes available to you, homeownership is still one of the best investments you can make.