Telecom companies have always had a challenge when it comes to delivering quality customer experience. Issues like internal politics and cost cutting could come in the way of delivering good customer service. And most players in the telecom industry are losing sight because they are copying what other companies in telecoms industry are doing in terms of customer service. Good thing is that something can be done to improve customer retention and customer loyalty in the telecoms industry. While ARPU maybe the best measure of company profitability it may not reflect the truly happy customer.
Look beyond your competition in the Telecom sector
A business that is looking to improve their customer experience should look at what other businesses are doing in industries other than the telecoms industry. Truth be told; there are very few companies in the telecom industry that are providing commendable customer experience. Why then should you seek advice or borrow ideas from a group that offers substandard service? You need to attend seminars or conferences organized by other industries or sectors and get a broad perspective of what it means to provide good customer experience.
Focus on the customer in Telecom industry
The reason why most companies in the telecoms industry are so poor when it comes to customer experience is that they tend to focus on things like cost reduction rather than the customer. This attitude bottles down to the employees. They don’t show any regard to good customer experience as well. The best way to address this issue is developing specific initiatives that are centered on improving customer service and nothing else.
Dedicated team of telecom industry customer experience professionals
The other way to improve customer experience is by employing telecom consultants who can train employees of telecommunication industry on how to offer better service to customers. This may not be a practical solution to businesses in the telecoms industry that are trying to cut costs. But it is eventually a very cost saving approach to boost customer experience. Telecom Professional advice can help your business grow and there’s no better value for your business than that.
Businesses in the telecom industry can provide better customer experience only if they stop focusing on cost cutting and instead put their customers first. This may seem like an expensive approach, but it yields better long-term results. In the Indian context considering even more challenges faced due to governmental and policy changes the companies face an uphill task. They plan for investments and policies change. In order to stay afloat profitable and provide better customer service in telecom sector one has to continuously push the bar upwards. Companies have to look for more innovative services and means to solve problems.
Telecom companies to work with specific operational excellence consulting companies to ensure customer satisfaction is truly delivered. In India www.bmgindia.com has worked with several organization to improve customer satisfaction greatly.