Comments
being a convener
There does seem to be a a general focus on providing the service technologies, but not the customer support that keeps subscribers from wandering off whenever they can't get their Wi-Fi to work. We have a well-known DVR service in our house. Whenever we have a problem, such as a new TV or audio system, the service provider and the DVR provider constantly point fingers at each other.
Ariella
1/12/2016 3:28:49 PM
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Re: being a convener
<Whenever we have a problem, such as a new TV or audio system, the service provider and the DVR provider constantly point fingers at each other. > It's just like politics. When there's someone else you can blame, you do. It would be great to have some device that pinpoints exactly where the fault lies so that it's possible to tell the right agency that it is the cause of the problem and that it has the responsibility to fix it.
batye
1/14/2016 3:33:25 AM
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Re: being a convener
@Ariella could not agree more... but does happens with all technology... even with Microsoft XBOX - when xbox support point to ubi soft support and ubi soft support points back to xbox hardware problem... everyone plays the same game.... sad reality of the tech support in the age of technology...
mpouraryan
1/27/2016 2:39:36 AM
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Re: being a convener
What is critical to underscore is that we should never find fault--but we have to find a remedy. As we become digitized ever more, we have to make sure that we have a plan "B" and a plan "C"--I talked about it earlier on what I have tried to do in the contest being run at our community.
jfranell
1/12/2016 7:31:38 PM
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Re: being a convener
Exactly my point, Mike. In my search for a market differentiator, I have found nothing more powerful that my company's relationship with the customer. Taking care of the customer (even when their issue is not because of my product but often, how they or some piece of technology interacts with my product), builds dramatic customer loyality. Imagine how you'd feel if either your service provider or the DVR company spent as their time focused on you rather than pointing fingers.
It is about more than just the individual relationships. I believe that the service provider can also have a dramatic, positive impact on the communities that they serve. If we focus on helping our communities realize the potential that access to the Internet represents instead of just selling a product, we can change people's quality of life. The service provider is uniquely positioned to educate/enable others to leverage connectivity for more than just entertainment.
Ariella
1/13/2016 11:55:34 AM
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Re: being a convener
<The service provider is uniquely positioned to educate/enable others to leverage connectivity for more than just entertainment. > True, though the provider has to go about it intelligently. In my area, we have all of two choices: Verizon or Optimum, Currently, we're on Optimum after having been on Verizon for several years. Optimum actively tries to market upgrades to existing customers via email and even calls. They also tell us about their movers program. I explained that the speed we have works fine and that we're not moving now. I did offer them the chance to take advantage of a move I do know about on the block, but they don't seem to be able to think outside the box of the script.
batye
1/14/2016 3:36:10 AM
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Re: being a convener
@Ariella I could not agree more... tech sup. must have ability or beeing able to think out of the box... instead of reading scripted response...
mpouraryan
1/27/2016 2:46:36 AM
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Re: being a convener
...I have seen you talking about it @Batye--but we can't just depend on "tech Support". The customer has to help drive the issue and be savvy enough. We know for a fact that we're dealing with savvy and educated customers who will not be satisfied per se easily.
batye
1/14/2016 3:38:22 AM
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Re: being a convener
@jfranell I would say you both right on the money... happy customer = return customer...
create loyalty... and loyal customers good for profit...
mpouraryan
1/27/2016 2:44:16 AM
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Re: being a convener
I will add one more point to this: It is very hard to gain a customer, but very easy to lose one. The challenge, though, is choice--and as the level of service becomes ever so commoditized, the challenge is to retain the "soft touch" in it all.
DHagar
1/22/2016 1:47:42 PM
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Re: being a convener
jfranell, great vision on the transformation this can make in a community. As with your diagram in the article shows the dependence on the success of economic/jobs/education, and the partnerships required to make that happen. Building a feasible platform for collaboration - along with leadership - can transform a community and demonstrate the true power of not just the technology but new partnerships.
mpouraryan
1/27/2016 2:41:40 AM
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Re: being a convener
It is truly refreshing to have such a vision. If only this was universally shared as this case which continues to be bothersome which I alluded to earlier as I was on my "walk-about" throughout the community: http://www.ocregister.com/articles/city-689604-internet-center.html
How do change the culture and be transformational?
http://www.ocregister.com/articles/city-689604-internet-center.html
DHagar
1/27/2016 1:36:55 PM
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Re: being a convener
mpouraryan, interesting article.
The conveners enable the various players to truly bring the visions to life. It really is change management with a commitment to transforming the system. Then it requres new designs, architecture, interoperable standards, data governance, and business models that deliver new value. Lots of work but rewarding!
Exciting times!
mpouraryan
1/27/2016 1:39:43 PM
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Re: being a convener
Embracing change should be in the DNA for all--and if that is not the case, one is doomed to fail. That's the key takeaway from it all--isn't it?
DHagar
1/27/2016 1:55:45 PM
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Re: being a convener
mpouraryan, well said - you bet! If you cannot adapt to change and make it work, you will not survive. It no longer is an option, it is a necessity.
Re: being a convener
Absolutely agree , Telco have to invest in building strategy of playing a central role on digital economy through building on the top of the network, platforms, APIs and processes that connect, aggregate and facilitate economy actors to transact and achieve collaboration through digital capabilities. Teleco will capitalize on relationship value and transactions occurred. Obviously use cases are not visible but Telco has to take step to analyze and connect with other industries to determine where are the new values.
batye
1/14/2016 3:34:25 AM
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Re: being a convener
@SeniorBS89396 interesting point, as I could not agree more... they need to look at the root of the problem....
mpouraryan
1/27/2016 2:45:12 AM
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Re: being a convener
@Batye: What do you view as the "Route of the problem"? What do you propose beyond what has been outlined by our distinguished columnist here? Somehow being tactical is not an answer--right?
Ariella
1/14/2016 4:02:25 PM
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Re: being a convener
< Obviously use cases are not visible but Telco has to take step to analyze and connect with other industries to determine where are the new values> @SenioreBs89396 yes, that would be the way to go. I wonder if they are collecting the data on that and using predictive analytics to map out a strategy for effectively attracting and retaining customers.
mpouraryan
1/27/2016 2:42:47 AM
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Re: being a convener
I would argue that there is nothing wrong with it. Everyone is somehow leveraging the data done in order to be able to make it happen.
batye
2/3/2016 6:20:31 PM
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Re: being a convener
@Ariella interesting points, but I would also like to add it also depends on the quality of data or data collection patern... - how I see it...
DHagar
1/22/2016 1:41:45 PM
User Rank Platinum
Re: being a convener
@SeniorBS89396 - and that may be the opportunity for SPs to "convene" and demonstrate the added value that they can provide now with the leadership to build the partnerships that will add value and create excellent models. The technology is there, in many instances we need better cases or models to move people forward.
The concept of Industry Sector is a great role in that it will also provide educative sales and expose people to what can be accomplished. I would believe most people are not up-to-speed or have minimized what their vision is.
clrmoney
2/4/2016 3:40:37 PM
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service provider
When some employees get promoted they have new roles that they have to do in the company so they will be able to offer a better service to you from the years of hard work and experience.
freehe
2/27/2016 3:06:51 PM
User Rank Platinum
Re: service provider
This is a great approach, empowering the customer. For example cable tv customers can install wireless routers themselves or request a cable provider technician to install it for them. Educating consumers is a great way to reduce costs and save time and resources. This model should be applied to all industries. But it depends on the viewpoint of the CEO.
For companies wanting to advance to the next level of competition low level tasks such as password-resets and other tasks must be automated and performed by the users so companies can use their resources to focus on big initiatives such as deep learning, virtualization and IoT.
mpouraryan
2/28/2016 11:44:51 PM
User Rank Platinum
Re: service provider
That's already happening. The challenge is for the service provider to stay relevant and have value in the actual content. As someone who "pulled a plug", that's what I look for. That's the key value add. Whether that's realistic or not again is another key challenge that all providers have to reflect upon @freehe?
batye
5/12/2016 11:37:29 AM
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Re: service provider
@mpouraryan yes, you are right as technology keep grow and develops, everything changes right now :)
dlr5288
2/29/2016 8:57:50 PM
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Re: service provider
Great points.
Education the consumer can help so much in the bigger scheme of things. It will obviously cut down prices and reduce the amount of time for the service povider. I think that educating the consumer is so simple, but such and overlooked process for many service providers. This should help a lot, in my opinion.
mpouraryan
5/12/2016 1:50:14 PM
User Rank Platinum
Re: service provider
I would like to be optimistic--but the problem is that we little people get lost in the shuffle. Part of the transformation process must entail a respect for the customer.
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