How can communications service providers provide proactive customer service

Customer Experience is the overall perception resulting from all customers' interactions

with a company's products, people, and processes throughout their life-cycle. Benefit of a positive customer services results in a win relationship between customers and service providers (e.g., customer is satisfied/company receives economic benefits) while the impact of a negative customer experience can become a significant liability - driving churn, increased cost to acquire/serve and fewer cross/up-sell conversions. Since every customer touch-point has such a potential for both negative and positive impact, it is necessary for a service provider to have a complete understanding of the entire continuum of customer interactions. With this holistic view, service providers implement successful customer services strategy that strives to define, create and deliver a consistent consumer experience across all channels

Many service providers are struggling to make consumer service experience investment deliver economic returns and competitive differentiation. To achieve desired results, our experience suggests, service providers need to balance the customer perception, value delivered to the customer and economic return. To achieve this balance, service providers must undertake a disciplined approach that effectively addresses customer perception, value delivered to customer and economic return that together lead superior consumer experience. This approach, in turn, requires deliberate commitment and support from executive sponsors to transform all supporting processes and underlying technology infrastructure. We recommend following a three-step approach program that will evaluate all current state processes, skills and technology infrastructure against industry best practices and reveal gaps that are leading drivers of poor customer experience. Service providers can, then, identify a roadmap that consists of short-term, mid-term and long-term Customer Relation Management (CRM) and Customer Value Management (CVM) initiatives. These CRM and CVM initiatives must also be backed by financially justifiable cost benefit analysis to improve customer experience.

To ensure program accountability, visibility and communication across the enterprise, performance scorecard methodology must be implemented using agreed upon metrics and measures. This scorecard must be shared with all stakeholders and sponsors as part of program dashboard.

Conclusion

Superior consumer experience is critical to create differentiated experience for each customer at every touch point and leads to financial rewards for a CSP. Service provider must link customer understanding metrics to broader set of business and customer performance indicators. Service providers must also understand assets and liabilities and associated economic impact associated with current customer knowledge. Using the framework outlined above, CSPs can raise their individual performance to a higher level. Using primary and secondary research, companies must gather and analyze holistic data to test hypothesis and identify process, technology and skills gaps that are affecting the current customer experience. Thorough analysis will enable companies to engage in effectively redesigning the operating structure and all supporting elements while ensuring that this transformation has the support and commitment of senior executives and stakeholders.

How can communications service providers provide proactive customer service

By: Johnson Ray

POST COMMENT

Call Tariffs In A Call Accounting Service Penny Stock Trading Service Get Water clean up Atlanta services for Residential Flooding Atlanta New System Available to Help Pest Control Services Fight Termites Perks Of Outsourcing Excellent Seo Services Sophisticated Seo Services Unleashed 5 Essential locksmith services Outsourcing Seo Services In India Booming How To Get Handyman Service In Victoria Managing a Pub: The Right Balance Among Costs, Quality and Service Link Submission Service Reverse E-mail Search Services Pros and Cons of Article Submission Services