Tag: customer care
As retail energy providers vie for leadership in competitive markets, a good billing and customer care operation has never been more vital. The latest research among competitive energy retailers shows that 70 percent see their billing and customer care solutions and operations as key enablers for their business strategies. Suppliers identify a wide range of business […]
How do customers feel after their CEX with you? I recently lead a project with a major public transport provider to develop a Customer Experience Framework for their capital city commuter service. What struck me was that a railway is a service business just the same as telco is a service business; and there are […]
Call centers may have been a staple of customer care operations for decades, but changes in communications culture will change their role as a primary channel. The following is a list of forces and factors that will impact call centers’ ultimate place in an evolving customer experience. 1- Cost. Maybe no other factor will have as great […]
Want an example of what not to do with customer service? Here’s one from the airline industry. Not only a good example of bad call routing, but a lesson in online self-care failure and how a bad backup plan will escalate the cost to resolve even simple problems. Here is another case of Bad Customer […]
My Mom and Dad recently upgraded their mobile phones from Blackberry devices they’ve had for a few years to the iPhone 4S. They are both customers of one of the largest US wireless operators. (I won’t name which one, but to those who know the US industry it will become obvious.) In the retail store […]
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