While telecom companies have been striving to make themselves more customer centric over the past couple of decades, customer Experience Management(CEM) is the current hype in the industry. It is obvious that implementing CEM
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Tagged with: customer experience
The way businesses and customers connect and interact is undergoing a major haul.Communication today, flows both ways. We have come a long way from the one sided monologue ‘at’ the customer. Today, there has
Social media has brought about a fundamental change in the way people communicate. Several businesses today, choose social media to be their main web presence, over company websites. It has changed the way businesses
Companies no longer decide how customer centric their organization should be – customers do. Customers today are well informed and expect the best service. They are spoilt for choices – blink and you lose
Today, social media is such a big part of life that it is hard to imagine a world without it. However, it has only been around for a relatively short period of
Employee retention is the ability of a company to retain its employees. It is a simple statistic where if the retention rate is 80%, it means that the company was able to keep 80%
Any mode by which a customer interacts with a business, be it in person or online is called a touch point. Customers form opinions about the brand based on these interactions and are influenced
There are many organizations that call themselves “Customer Centric”. However, true customer service is hard to find. To make a business truly Customer Centric would involve a culture change for the entire organization and
Each one of your customer’s are speaking about their experiences with and expectations of your brand. Each of them want to be heard. You want to know what is being said, and how to
Different industries have different customer needs and customer experience requirements, however the one constant remains customer experience. One cannot stress the importance of this enough. Customer experience, needs and requirements for a telecom industry