Customer Experience Management - The Telecom Industry Ahead

Summary

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.

Conclusion

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

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 drastično.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.