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…

How can UK telcos retain more customers under the new “text to switch” regulation?

The recent “text to switch” regulation, introduced by Ofcom in the UK, is another factor telecommunications companies need to take into account when planning their customer strategy. Customers can now leave their mobile provider by simply sending a text message – avoiding the hassle of calling a call centre – and eliminating the chances for last minute ‘rescue’. On a market threatened by value erosion and defined by blurring boundaries,…

Reduce Your Customer Churn Rate and Increase Profit with Robust Data Analytics

A McKinsey survey reveals that companies employing extensive customer data analytics to inform their business decisions achieve a over competitors that do not utilize analytics or do so sporadically. While average performers among survey respondents incorrectly attribute bottom-line success to their marketing, pricing and campaign management efforts, industry champions recognize their customer analytics and customer-driven initiatives as their main winning factor. With profitability directly linked to customer retention, the reduction…

Leverage All Available Data to Predict Customer Behavior

The customer experience that brands provide is becoming the decisive factor whether their clients will stay - or stray. According to Gartner, by 2020 more than 40% of all data analytics projects will relate to an aspect of customer experience. To uncover the hidden gems that could turn them into the crown jewel of their industry, companies need to develop familiarity with their customers that is both deep and flexible.…

8 Do’s and Don’ts to turn Customer Appetite and Customer Success into Customer Loyalty

Whether they put in a ticket, or communicate their issues to your customer support chatbot, customers are no longer impressed with receiving immediate response and attention to their queries.  Having outstanding customer service and products that serve clients’ needs may not be enough for your brand to stand out in the market place. To win customers’ loyalty and keep it, businesses nowadays need to differentiate themselves from the competition by…

A new era for your customer: the IoT revolution

Automation is an increasingly influential concept creeping in to people’s lives. The IoT company MyDevices surveyed 2,020 American adults of whom 82% indicated they would like to automate some aspect of their daily lives. Whereas customers prefer to have automation help them handle daily tasks – from housekeeping to exercising, sending gifts and even reading to children- the responsibility to make processes as effortless as possible for customers falls on…