View
223
Download
0
Category
Preview:
Citation preview
Danish telcos have a serious image problem
Bottom
out of 50 services!
Source: http://www.forbrug.dk/~/media/20141206%20Forbrugerforholdsindeks%20samlet%20rapport.pdf
48, 49 and 50That’s the positions telco services get in consumer surveys.
The message is clearGive us better network coverage
47% have experienced “holes” in their network coverage
Give us better service
64% want customer serviceoutside of regular work hours
Give us more simplicity
23% think that telcos don’tkeep their promises
Source: Telenor survey.
Poor customer journey due to relentless hunt for Gross Adds
Customer experience journey
Gather info
Evaluate Buy Onboard First bill RenewGet help
Source: LiveWork analysis.
We can’t make customers happy without a great network
Best connection (coverage, speed & experience)
Content delivery network (streaming, capacity)
Security (handset, data, infrastructure)
We can’t make customers happy without great service
Customer centricity transformation (culture, products)
Service concepts (24/7, loan phones, perfect start)
Omni-channel interface (kill channel silos)
We can’t make customers happy without making it simple
Get rid of the spaghetti legacy
Radically simplify product offering
Make it work
Recommended