Author Archive: Chris Jenkins

Improving the Telco Customer Journey—Encouraging Subscription Renewal

Under­stand­ing the chal­lenges the indus­try faces in secur­ing con­tract renewals can help build suc­cess­ful expe­ri­ences that excite exist­ing cus­tomers, encour­age reten­tion and com­pel more sub­scribers to enthu­si­as­ti­cal­ly renew. Despite our best efforts, the telecom­mu­ni­ca­tions indus­try isn’t revered for its out­stand­ing … Read more

Improving the Telco Customer Journey—Strengthening Consumer Advocacy

Today, con­sumer expec­ta­tions have increased dra­mat­i­cal­ly and the pos­si­bil­i­ty to churn has nev­er been so great. Hav­ing strong, reli­able advo­cates of the ser­vice you pro­vide is more pow­er­ful than the mil­lions of pounds spent chas­ing replace­ments for those you lose. … Read more

Improving the Telco Customer Journey: Addressing Resolution

Con­sumers today want their prob­lems addressed and rec­ti­fied imme­di­ate­ly. They expect you to han­dle issues in real time, as they arise. If you can­not, they have no prob­lem tak­ing their busi­ness else­where. In the Telecom­mu­ni­ca­tions indus­try, first-con­­tact res­o­lu­tion has nev­er … Read more

Improving the Telco Customer Journey: Cross-selling as a Strategic Objective

A new gen­er­a­tion of con­sumers has emerged — and their expec­ta­tions are high­er than ever. Smart com­pa­nies are lever­ag­ing oppor­tu­ni­ties to improve cus­tomer sat­is­fac­tion through dynam­ic cross-sel­l­­ing. Effec­tive cross-sel­l­­ing strat­e­gy — mar­ket­ing new prod­ucts to exist­ing cus­tomers, fos­ters loy­al­ty, increas­es … Read more

Improving the Telco Customer Journey — Driving a Multichannel Onboarding Strategy

Tel­co cus­tomers today have a wide range of ser­vices and providers from which to choose, yet most behave in sur­pris­ing­ly sim­i­lar ways with any com­pa­ny in the indus­try. Iden­ti­fy­ing expe­ri­ence points with­in the cus­tomer life­cy­cle, and more impor­tant­ly, where improve­ments … Read more

Improving the Telco Customer Journey — Conversion Challenges

The telecom­mu­ni­ca­tions indus­try has moved rapid­ly into the dig­i­tal domain, which in many ways has made it eas­i­er to focus on the most impor­tant dif­fer­en­tia­tor going forward—superior cus­tomer expe­ri­ence. How­ev­er, with increased choic­es and infor­ma­tion, Tel­co cus­tomers are more empow­ered … Read more

Improving the Telco Customer Journey – Raising Awareness

The pro­gres­sion of steps a cus­tomer goes through when con­sid­er­ing, pur­chas­ing, using, and main­tain­ing loy­al­ty to a prod­uct or ser­vice begins with aware­ness. Yet pro­mot­ing dig­i­tal vis­i­bil­i­ty in the face of com­pet­i­tive pres­sure has tra­di­tion­al­ly been chal­leng­ing for the Tel­co … Read more

Improving the Telco Customer Journey – Raising Awareness

The pro­gres­sion of steps a cus­tomer goes through when con­sid­er­ing, pur­chas­ing, using, and main­tain­ing loy­al­ty to a prod­uct or ser­vice begins with aware­ness. Yet pro­mot­ing dig­i­tal vis­i­bil­i­ty in the face of com­pet­i­tive pres­sure has tra­di­tion­al­ly been chal­leng­ing for the Tel­co … Read more

Adobe Summit EMEA 2016 – Telco Challenges and Opportunities

The Adobe Sum­mit EMEA is set to be amaz­ing this year. Top lead­ers from the Tel­co sec­tor and beyond will share dig­i­tal insight for a first­hand look at how key brands are exe­cut­ing against chal­lenges with impres­sive results. With more … Read more