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Mitch Wagner
Mitch Wagner
4/29/2015 | 2:28:24 PM
Improvement needed
Carriers of all stripes will need to pay more attention to customer care as they see competition from new players -- people now considered OTT providers. 
sarahthomas1011
sarahthomas1011
4/29/2015 | 4:02:20 PM
Re: Improvement needed
I have to say, we've been hearing this for years, and things don't seem to improve...at least not from my personal experience and what I see of others online. I'm not sure what it will take for real improvements to take hold, because -- so far -- the OTT threat hasn't changed antyhing. 
mendyk
mendyk
4/29/2015 | 6:06:08 PM
Re: Improvement needed
Can you think of any industry in which customer care has improved? There are a few companies that do customer care very well, but most view it as a cost center, which is why they invest in systems that lower their costs rather than actually improve the quality of their customer service.
Ray@LR
[email protected]
4/30/2015 | 6:35:14 AM
Re: Improvement needed
Yet there is evidence that money spent on customer care is an investment rather than just a cost... Virgin Mobile in the UK showed that a focus of resources on customer experience management can help build a business from nothing and attract customers through the perception of better service levels.

Service providers are worried about churn and customer retention, yet don't appear to do much about it. It doesn't make much sense. 
mendyk
mendyk
4/30/2015 | 8:38:53 AM
Re: Improvement needed
It makes sense in the context of the way most businesses are run. Sweating out costs generally is given a higher if not top priority. Process improvements are much more likely to be embraced when the "improvement" results in tangible savings. So in the battle between improving customer experience and lowering the cost of delivering that experience, the latter usually wins.
sowen557
sowen557
4/30/2015 | 10:18:55 AM
Re: Improvement needed
Recently in the UK I switched to BT from Sky for Cable services and their new voice bundle offer.  Very pleasant experience from fibre team, install team, Cust Care team of BT.  Once the joke in the UK of "Any colour phone sir as long as it is black" company to a very customer focused organisation that I can not praise more.

Keep up great work team BT.
mendyk
mendyk
4/30/2015 | 10:23:21 AM
Re: Improvement needed
That is quite a turnaround. Maybe this whole competitive pressure thing works, after all!
Josh Adelson
Josh Adelson
4/30/2015 | 3:31:45 PM
Re: Improvement needed
A lot of good points here that ought to be obvious but that we sometimes forget. Infrastructure vendors have a role to play here too. It's not enough just to have the latest fastest box... the management systems need to make it easy to troubleshoot, and they need to be able to feed data into the higher level tools like Astellia's and those of the other companies you mention.


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