Turn mobile operator customers’ satisfaction from fiction into a key driver of business growth

Customer Satisfaction is creating a huge gap between promise and delivery and this feeling is creeping up from both sides of the counter. Only 17% of CMOs are saying that they have been extremely successful at delivering highly relevant customer experience. At the same time, customer satisfaction in the UK has been dropping slowly for the past 2 years.  Mobile networks operators (MNOs) are just one of the examples. In…

From customer centricity to customer delight

What does customer experience mean for your organization? Now that we have officially closed GemSeek’s CX Trends survey, find out what professionals like you do to turn customer experience into a competitive advantage. Most surveyed professionals define CX as delivering an experience that meets clients’ expectations. There are as many approaches to achieving this as there are organizations around us, but the biggest barrier our respondents face seems to be…

Building customer centricity around NPS-Learnings from the Leaders

The best way to organize your NPS program is to build it around your specific business context. The principles to follow, however, are common: all companies running successful NPS programs LEAD: Localize, Engage, Act, and Develop in time. LEAD Principles To implement successful NPS programs, companies follow four basic principles in the program design: They Localize the content to make it relevant to the specific country and/or product category while…