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Affandy Johan
Affandy Johan
3/15/2016 10:28:27 AM
User Rank
Steel
Re: changes in the Air
Thank you and you are absolutely right. Having the right customer nsight has always been a challenge for telecommunication companies due to limited capabilities to understand and optimize subscriber experience. The traditional approach of looking at the performance of the network as a whole does not allow mobile operators to discriminate which network degradations are affecting which customers. As a result, different customers are left with poor service, even though from the network point of view, everything looks fine.

Having a view of the network from the subscriber point of view has not only become a critical aspect of reducing churn but also reducing CAPEX and OPEX. By knowing how to prioritize optimization efforts, service providers can minimize troubleshooting activities and costs.

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Ariella
Ariella
3/14/2016 1:25:25 PM
User Rank
Author
Re: changes in the Air
An interesting thing I notice now that there are so many online reviews: some companies make a point of responding to each negative review. Generally they all sound the same, soemthing along the lines of "we're sorry you had a negative experience. Please contact our customer care center." While they are trying to show that they care, this kind of canned response is inadequate, particularly for people who did first try to call and got nowhere. Worse yet are the companies that make it almost impossible to get a response to your questions, forcing everyone into choosing pre-scripted questions with pre-scripted answers both for their email forms and their phones, which prevent callers from direct access to real people.

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Writerfo10281
Writerfo10281
3/12/2016 6:41:00 PM
User Rank
Gold
Re: changes in the Air
@freehe--I agree. It seems that once upon a time (in the good ol' days) everything was custmer-centric...and then came the boon and companies decided they didn't need EVERY customer to be happy; as long as 'most' were, they were okay. It's really time they realized that every customer matters. If VIP customers take their business elsewhere, it often causes a domino effect...It's time to move back to customer-centric practices.

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batye
batye
3/12/2016 5:15:06 PM
User Rank
Platinum
Re: Big Data
@afwriter  yes, you are right, I do hope other Co. will use the same idea/way -taking a more customer first approach... as it important...

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afwriter
afwriter
3/11/2016 10:26:14 PM
User Rank
Platinum
Big Data
To me this shows that big data is not always the best approach.  I do love the idea that they will be taking a more customer first approach here. 

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batye
batye
3/10/2016 7:27:33 PM
User Rank
Platinum
Re: changes in the Air
@freehe  I could not agree more, interesting to know :) 

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freehe
freehe
3/10/2016 7:25:28 PM
User Rank
Platinum
Re: changes in the Air
This is a terrific article and provides great insight into customer service. I have experienced the same issues with my hosting provider and internet provider. I call and report a problem and if they can't replicate it or don't think it is important enough to fix it doesn't get fixed. In another instance if no one else has reported the problem it becomes a low priority in the queue. In another instance they may be aware of the problem but are unable to provide the customer with information and what happened, why and when the problem will be resolved. This is where streaming analytics can help companies move to being customer centric.

All companies need a detailed view of customers not just VIP customers who experience performance problems. I was the chair of a Quality Review Committee and each week we reviewed the top problems of the week. We created teams to solve each problem providing a workaround first then developing a permanent solution to ensure the problem did not occur again in the future.

Companies were once customer centric but have moved away from that and are not business centric. Companies need to revert back to being customer centric and align that with their business priorities.

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batye
batye
3/10/2016 1:27:06 PM
User Rank
Platinum
changes in the Air
Subscriber Aware Network is interesting as it would improve quality of service.... how I see it...

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