Telecommunications & Media
The telecommunications and media industries are undergoing unprecedented technological and business model transformation. Convergence of services, devices and revenue models has created significant opportunities, but also real challenges for providers, and at times it’s the customer experience elements that are last to catch up. Telecommunications operators are rapidly introducing information and entertainment based content products to replace declining voice revenues, and media companies are finding ever more creative channels to take their content to market. The battle for supremacy is being keenly fought, sometimes quite publicly.
In the confusion, one thing’s for sure – customers will vote with their feet. The providers that make life easy for their customers, provide a differentiated experience and help them through the maze of options are the likely winners. Taking that experience-centric approach requires cross-functional buy-in to a designed customer experience, the ability to listen to customers en masse, and the agility to take rapid action, staying ahead of the curve.
Fizzback helps service providers to reach out to their customers at key moments of truth throughout the customer lifecycle, getting a read on how well they’re meeting customer expectations. This information allows senior management to steer by voice of customer, customer care to proactively reach out to ‘at-risk’ customers, store managers to encourage a service culture and marketing to more successfully launch new offerings. Our experience has shown that with the right organisational commitment, rapid improvements in customer loyalty and advocacy can be realised.
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