A survey from OnePoll.com reveals widespread dissatisfaction with the customer service provided by the UK phone industry. BT says it’s “twaddle”. So what can we learn from this about the Telesperience? by Teresa Cottam
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Categories: BSS, Microsperience, Polls, Telesperience Tags: 360 degree view of customer, BT, CRM, CSRs, customer service, IVR systems, Massey University, OTP, Security, siloed data, Sky, Telesperience, Verisign, Virgin Media, Vodafone
Will code of practice cure concerns?
4 March the Internet Advertising Bureau launched a new code of practice for behavioural advertising, but will it be enough to cure consumers’ concerns or did the industry wait too long to seek help?
by Teresa Cottam
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Categories: Marketing, Standards/guidelines, Telesperience Tags: BT, Code of Practice, IAB, Information Commissioner's Office, Internet, Internet Advertising Bureau, mobile, Phorm, telecoms, telecoms marketing, telecoms PR, Telesperience
by Teresa Cottam
Now more than ever, if your customers feel ripped off they’re going to walk away. Moneysaving is the trendy new thing to do, so CSPs urgently need to follow the supermarkets and start aligning their offers to the zeitgeist.
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Categories: Marketing, Telesperience Tags: 3, aligning offers, broadband, BT, Business, credit crunch, Flext, loyalty, Marketing, mobile, Orange, prepaid, pricing, saving money, saving money on telecoms, Sky, T-Mobile, tariffing, telecoms, Telesperience, wireless
Analysts like myself can certainly clock up the air miles in the course of our careers, although over the past four years I’ve personally worked really hard to reduce the amount of travel I’ve undertaken. To begin with I was doing this surreptitiously as I confess the main catalyst was not so much environmental factors as not wanting to be away from my kids quite so much. Read more…
