Tactics To Implement in Your First Six Months Leading CX in the Telecommunications Industry

Customer Bliss

In this episode, you’ll hear from two brilliant leaders who’ve led CX work in the telecommunications industry. It’s the leader in the telecommunications market for the country, providing voice, mobile, cloud, data and SMS services for both B2B customers and the general public. Use available data and act on it : MTN Cameroon already knew from NPS Score results that many people were unhappy with the company, and it showed in the loss of revenue.

3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive telecommunications industry can be.

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3 Tactics to Transform CX and Employee Development From a Telecommunications Company

Customer Bliss

In today’s episode, we’re going international with Rekha Weerasooriya , General Manager of Customer Experience Management and People Development at Dialog Axiata , the number one telecommunications provider in Sri Lanka. Rekha shares tactics that I think you’ll find valuable, and pieces together a story that shows just how complex running CX within a competitive telecommunications industry can be.

Earning the Right to Customer Experience Transformation at a Telecommunications Company

Customer Bliss

In today’s episode, I talk to Patricia Pedhom Nono , General Manager, Customer Service & Customer Experience at MTN Cameroon , one of the biggest telecommunications company in Africa. Although MTN was the leader in terms of market sh are and revenue, they noticed they were behind in their NPS positioning and had to make a change. . Are you facing some challenges from your C-Suite regarding the implementation of a customer experience transformation?

To boost customer loyalty, telecom companies need to go beyond NPS

Vision Critical

Telecommunication companies are under immense pressure to provide better, faster services. As a result, telecom leaders take customer experience metrics like Net Promoter Score (NPS) very seriously. Net Promoter Score (NPS) was first introduced in 2003 as a way to measure customer satisfaction based on consumers’ responses to one simple question: “How likely are you to recommend our service to a friend or colleague?” The problem with NPS surveys.

Colt Proves NPS® is More Than Just a Number

CustomerGauge

As businesses in the telecommunications industry continue to battle for customer loyalty, one company sets itself on the right track to become the most customer centric data center provider. The post Colt Proves NPS® is More Than Just a Number appeared first on CustomerGauge. Interview NPS retention Testimonials colt group interview

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Webinar recording: Telecom increases revenue and NPS® with data-driven CX programs

Centriam Customer Experience Lab

billion telecommunications company. During this recorded webinar, Alvin Stokes, senior vice president of customer experience at Cable & Wireless Communications, shares how this transformation led to a dramatic increase in revenue and NPS® for Cable & Wireless. A customer experience transformation is underway at Cable & Wireless, a $3.6

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Cable network companies, for example, are forever offering attractive upfront incentives to lure subscribers away from their satellite and telecommunications competitors, but then struggle to keep those customers after the subscriber’s contract expires. The post Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Cable network companies, for example, are forever offering attractive upfront incentives to lure subscribers away from their satellite and telecommunications competitors, but then struggle to keep those customers after the subscriber’s contract expires. The post Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Pretium Solutions

Cable network companies, for example, are forever offering attractive upfront incentives to lure subscribers away from their satellite and telecommunications competitors, but then struggle to keep those customers after the subscriber’s contract expires. The post Playing Only to Net Promoter Score (NPS) Promoters: Good Business or Risky Venture?

Uncover the Future of Feedback in the Telecom Industry

SurveySensum

What is Net Promoter Score (NPS)? Net Promoter Score (NPS) is a loyalty metric developed by Fred Reichheld, Bain & Company and Satmetrix which is transforming the way telecom companies measure customer happiness and loyalty. According to NPS Benchmark Report, telecom holds the lowest industry average. Even banking, a notoriously difficult industry for CX, has an NPS average of 37. How can NPS redefine the future of feedback in telecom companies?

What is the Best Channel for your NPS Surveys – Email, Text or In-app?

Retently

For instance, imagine a company that has an NPS® rank of 50 (60% Promoters, 10% Detractors and 30% Passives). In this article, we look at the most popular channels (email, in-app, SMS, phone and messenger) for running NPS surveys , analyze their pros and cons and what they are best suited for. Example of email NPS survey. It is a channel that is used extensively for sending NPS surveys, due to the low investment and high productivity for gathering insightful data.

Uncovering the “why” delivers higher research ROI for CX leaders

Vision Critical

Data from key indicators such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies only deliver trend line data that is either going up or going down, when what teams need is insight into the key drivers of change at a more granular level. CSAT and NPS are both important metrics, but they don’t reveal the attitude, emotion and intent of customers. Give NPS and CSAT some context. Although it offers many benefits, NPS does have some disadvantages.

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The Top Customer Experience KPIs that you Should Know

Second to None

Net Promoter Score (NPS). NPS is an increasingly popular metric that is used to calculate a customer’s likeliness to recommend a brand to their friends and family. How to Calculate it: The data that is used to calculate NPS is derived from customers’ responses to the question: “How likely are you, on a scale from 1-10, to recommend this product to a friend?”. To find your NPS, you simply subtract the percentage of Detractors from the percentage of Promoters.

Lumoa raises €650 000 seed funding to take AI-powered customer experience analytics to the new markets

Lumoa

Leading companies in healthcare, telecommunications and banking across Nordics already benefit from real time Net Promoter Score (NPS) analytics that can handle feedback in all major languages. Finnish SaaS company Lumoa , which provides AI-powered customer experience analytics software for medium and large sized companies across the Nordics, has announced €650 000 in funding. The investment was led by Icebreaker.vc, along with serial entrepreneur Ali Omar and Business Finland.

Superagent and the Phenomenal Four Enhance Customer Experience in Telecoms

TechSee

To stay ahead of the game and see off rising competition from new market entrants, leading telecommunications providers know that customer experience is the new battleground. And NPS score goes through the roof. The ability to create personalized, seamless journeys has emerged as not merely a key differentiator, but a must-have weapon in their arsenals. It’s the key to enhancing customer experience in telecoms, right across the board.

Thematic drives improvements in global Net Promoter Score benchmark ratings

Thematic

Do you measure transactional Net Promoter Score (NPS)? Thematic has been working with a global telecommunications provider who has been measuring NPS using an established Voice-of-Customer platform for many years. But for 2018, the company set itself an ambitious goal: to significantly improve their transactional NPS. And finding out ‘what is the NPS of a specific theme in feedback’”. .

Building a CX Dashboard

CX Accelerator

They will want your customer satisfaction (or Perception) metrics such as NPS, CSAT, and CES shown overall and by journey stage. In my last role where I was managing the CX program for a large, nationwide telecommunications company I created a dashboard which had all the headline metrics on the first page (which satisfied executives and 90% of readers) but had an additional 4 pages of data to satisfy the needs of the other 10% who wanted more granular detail.

Key Learning from 15 Years of Net Promoter Stats

Beyond Philosophy

Did you know Netflix’s Net Promoter Score (NPS) is higher than the cable companies? For those of you that don’t know, Net Promoter Score (NPS) represents the likelihood a Customer would recommend your product or service to other people (i.e., The NPS score has been around for years and has seeped its way into business vernacular. One of the frequent questions I get is, “Our NPS is XX. And the proof is in the NPS data.

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Net Promoter Score and the Customer Experience

Grade.us

CX (customer experience) has always mattered and the net promoter score (NPS) allows us to evaluate that experience. Enter the Net Promoter Score (NPS). For those who aren't familiar with it, NPS is a deceptively simple concept. NPS consists of a single simple question measured on a 0 to 10 scale. The resulting number is your NPS, which can range from -100 to +100. The NPS is an internal metric. Telecommunications only had an average score of 24.

The rise of the mobile workforce: 4 trends and benefits

Talkdesk

Several years ago, I was doing a research project for a leading telecommunications company. The company was seeking insight into low net promoter scores (NPS) and brand loyalty. Customers loved the quality of their internet services, but still wouldn’t recommend them to anyone. One of the factors influencing low recommendation rates was how ungroomed field technicians looked when they visited customers to install hardware.

Visual Claims: The insurance process of the future

TechSee

Advantages of visual insurance claims. Real-time validation – and more accurate appraisals. Expedited claim settlements – often after the First Notice of Loss (FNOL). Increased levels of customer satisfaction – as reflected in NPS scores. Greater adjustor efficiency – reduced time in the field lowers overhead. Reduced fraud – with secure, live video. Customer satisfaction and experience are important for every industry, and insurance is no exception.

Are You There, Company? It's Me, Your Customer.

PeopleMetrics

You’re measuring NPS and CSAT , and real-time alerts are coming in. As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. This final touchpoint can improve NPS and reduce churn by shifting the customer’s lasting perspective of their overall experience. Your customer experience management (CEM) system is up and running.

CX Experts We Love

Wootric

Why we love Guneet: He’s Director of Customer Experience & Advocacy at Docusign where he leads the company’s NPS, customer advocacy, customer labs & customer research. She helps clients achieve smart profit growth through product and price optimization based on deep customer insights and has managed engagements and projects in a wide range of industries like telecommunication, retail, software, transportation, and high-tech. Why do we love whom we love?

Meeting Customers Unmet Needs, The New Imperative for 2020

Beyond Philosophy

Traditional growth includes improvements in functionality in a rational way, e.g., faster processors in technology, new delivery times, or improved networks or network access for telecommunications, and other things along these lines. They enlisted our global Customer Experience consultancy to improve their Net Promoter Scoreâ (NPS)* by 40 points over 30 months, which led to a 10 percent rise in shipping volumes.

5 Top Customer Service Articles For the Week of June 5, 2017

ShepHyken

by Scott Stone (CustomerThink) If you think customer experience is an issue of priority only for customer-facing industries like retail and telecommunications, think again: Statistics show that customer experience affects all industries directly. CX & NPS Trends for Influencers – 2020 Edition by CustomerGauge. Customer Gauge) By 2020, however, the CX & NPS industry is bound to change.

The Top 3 Avoidable Mistakes of Customer Surveys

Michel Falcon Experience

” Case Study #1 : Let’s use Rogers communication (Canada’s leading telecommunications company) as an example. This is part of the reason why the Net Promoter Score (NPS) has become popular among companies of all sizes. As you can see, they also use NPS. They were asking dozens of questions with NPS being one of them. They were hesitant to solely focus on NPS because they were scared that they wouldn’t get the feedback they needed.

Why Effortless Experience Is a Necessary Customer Service Business Strategy

StellaService

This tiny telecommunications provider has managed to stay alive and profitable for over 114 years with outstanding customer service. An effortless experience has helped Richmond Telephone Company stay afloat against telecommunications giants. CEB has found that companies with a lower Customer Effort Score (CES) tend to have higher NPS® scores, averaging 51% (versus -31% for high-effort companies).

Top AI-Powered Self-Service Innovations to Watch at MWC Barcelona 2019

TechSee

Courtney Munroe, Group VP at Worldwide Telecommunications Research moderates a session featuring the President of Global Operations & Services at AT&T, Elisa’s VP of Telco Efficiency Business, the Executive Director of KDDI Research, Synchronoss’ CMO and Telefónica’s Global Digital Product Director (Aura). As the biggest mobile trade show of the year, MWC Barcelona 2019 is an event not to be missed.

Is Your Organization Earning The Right Kind Of Profit?

Second to None

By avoiding what author and CX expert and NPS pioneer Fred Reicheld has labeled, “bad profits,” your brand is positioning itself to establish long-term, positive relationships with customers, and in doing so, establishing the foundation for consistent growth and success. One recent example happened in the telecommunications industry. Another common approach to avoiding a dependence on bad profits is to measure your brand’s Net Promoter Score (NPS) throughout the customer journey.

Love Your Customers And They Will Love You Back – Nienke Bloem, Customer Experience Consultant and Keynote Speaker

Customer Guru

Subsequently, she served as the Manager of Customer Experience at KPN, a Dutch telecommunications company, where she was hugely successful in making the organization more customer-centric. Customer Experience was the basis of the transformation of KPN, where we raised the NPS from -14 to +2 in 2.5 Nienke Bloem is an acclaimed Customer Experience (CX) consultant and a distinguished keynote speaker on CX.

Transform Cable Customer Experience with AI-based Analytics

Guavus

The annual American Customer Satisfaction Index (ACSI) Telecommunications Report polls thousands of customers across industries to discover how satisfied they are. All of this leads to proactive and insightful customer service which translates to happier customers, higher customer satisfaction, higher Net Promoter Scores (NPS) and less churn. The New Battleground. WiFi at home has become the new battleground – literally. Behind you, behind you! Build! Climb! Get outta there!”

Top 5 CX Challenges and How to Solve Them

Pointillist

Solution: Customer Journey Analytics Directly Links CX to Tangible Business Outcomes & KPIs Real-time customer behavior drives the quantitative metrics that you’re measured by, like revenue, customer lifetime value, churn, NPS , and others. These days, you can listen to a public company’s earnings call and hear the CEO talk to investors about their NPS score. By Steve Offsey Exceptional customer experience has never been more important than it is today.

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Chatbot Pricing: How new models reduce enterprise risk

TechSee

The cost involved with taking repeat calls or lowered NPS is simply not worth the amount saved on the few interactions the bot is able to handle independently. Another scenario is when success is tied with customer satisfaction – if the NPS score or survey results are positive, then the enterprise pays. For example, for every $50 set top box a telecommunications company sells, it will pay the bot vendor $1 to support the device, regardless of how many sessions are generated.

5 Powerful Ways to Use the Customer Experience Metrics You Already Collect

Pointillist

Net Promoter Score ® (NPS ® ), in particular, has gained a lot of prominence in the last decade. Yet at the end of the day, the act of capturing NPS alone will not magically solve your customer experience problems. This will help your support team to personalize each interaction, move NPS detractors and passives to promoters, and keep promoters happy. Here are three examples: Employ NPS as a Go/No-Go Threshold for Launching a New Product. By Swati Sahai.

13 Product Management KPIs and Metrics You need to Know

SurveySparrow

Net Promoter Score (NPS): This is one of the most important metrics to measure customer satisfaction and loyalty. NPS= % of Promoters – % of Detractors. You can’t exactly pinpoint what is a good NPS score. There is no right NPS number. An electronics company might have a relatively higher NPS value than a company in the telecommunications industry. There are companies that have NPS value in the negative too.

Advance from Personalization to Customer Journey Orchestration

Pointillist

For example, a telecommunications provider might promote new mobile phones for a customer who is due for an upgrade. Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc.,