A strong and scalable VoC program is one where the success is measured. Our guest blogger, Mao Gen Foo, looks at the best measurement approaches.
The short answer for most is not digital enough. From Alibaba to Uber, customers’ appreciation of simplicity, speed, convenience and the best prices has fueled the fastest-growing and most valuable businesses in history. Legacy aside, telcos are failing to meet many customers’ expectation because they misunderstand them.
There are many opportunities to greatly improve operations while striving to become more customer centric. Here are some suggestions communications service providers (CSPs) can take to score quick wins.