It was confirmed this week that BT is in early stage discussions to purchase a Telecoms operator – potentially either O2 or EE. If the industry commentators are right and the deal is as described then this confirms the view of the UK market as being led by the need for a Quadplay offer.
As I described previously, the uptake for Quadplay has been quite slow in the UK when compared to other markets, such as Germany, but the fact that BT is now in the market for a mobile business shows that they feel that need to improve their offer to both home and enterprise customers.
This indicates that they feel that Quadplay is a market development worth betting on. They spun off their mobile business several years ago and then chose to start focusing on content. It’s true that content is extremely important and their success with BT Sport has demonstrated that it is possible to put pressure on market leaders, such as Sky, but it now seems that having a mobile division could plug a missing link.
I expect that if this deal does go ahead, it will lead to further success for BT. We are seeing the importance of Quadplay in other European markets. The potential is there for this to also work well in the UK with BT being well positioned if they can effectively plug the gap in their service portfolio.
What do you think about the possibility of this deal? Leave a comment here or tweet me on @simondillsworth.
Photo by Taro Taylor licensed under Creative Commons
Posted in Current Affairs, Innovation, Telecoms
Tagged broadband, bt, BT Sport, EE, mobile, o2, quadplay, Sky, telco, telecoms, uk
The energy regulator Ofgem has announced that complaints against the big six UK energy suppliers are at record levels. Over the first 9 months of 2014, this group of companies faced a barrage of 4.9m registered complaints and it is expected to surpass 5.5m by the end of the year.
Last week, Ofgem threatened another big six provider with a sales ban as a direct result of poor customer service.
British consumers do have a choice of energy provider and many of the smaller companies are competitive on price, often include more ‘green’ tariffs, and are clearly better at maintaining a good relationship with their customers. The London Loves Business journal even suggests that this customer service crisis may cause the big 6 to lose their grip on the energy market.
It’s a real fear. Switching supplier is easy, although in many cases inertia means that people continue paying bills to a supplier they are less than happy with. It is hard to believe that any executive in the big six would not be exploring how to improve their service to customers. With customer satisfaction so low, it is not about just improving the way calls are answered; surely it is about business survival?
What do you think? Could this customer service crisis affect the dominance of the Big 6? Leave a comment here or get in touch via my LinkedIn.
Photo by Brian Coyle licensed under Creative Commons.
Posted in Customer Service, Contact Centres, Current Affairs, Utilities
Tagged customer service, customer experience, npower, custserv, energy, ofgem, utlities, scottishpower, good energy, ecotricity, london loves business
I read an Interesting article recently that describes some views from the new EU Internet chief, Günther Oettinger. He says that if telcos provide broadband to rural areas then they should be able to tie the customers in to long-term contracts – payback for delivering the infrastructure.
I disagree; surely the onus should be on enabling the telcos to innovate and create an infrastructure that provides equality of access and service terms? Having permission to just lock people in does not incentivise telcos to solve the underlying problem.
As I have blogged about recently, access and speed are the basic table stakes now – customers will not want to be held to ransom just because the answer is not yet available. As VFI have shown with their recent deal with ESB, there are innovative ways to address this challenge and the focus should be on incentivising telcos to innovate and keep the customer’s needs at the heart of their planning.
It’s all very well saying ‘access on a long-term contract is better than no access’ but what happens when the service drops and I cannot escape a long-term and expensive contract?
Photo by US Dept of Agriculture licensed under Creative Commons
Posted in Current Affairs, Customer Service, Telecoms
Tagged broadband, contract, ESB, eu, Günther Oettinger, internet, rural, telco, telecoms, VFI
Call Centre Helper is one of the most important sources of news and information for those of us involved in the contact centre and customer service business in the UK.
CCH recently asked their readers to nominate who are the most respected people in the contact centre industry. I’m very proud to see that I have ended up on the shortlist!
But that’s not all. The CCH shortlist also includes my colleagues Matt Sims from here in the UK, Mark Pfeiffer from the USA and Sanjay Mehta from India.
CCH is taking votes on the shortlist from now until the end of November. Presumably this will allow them to publish the top ten industry figures before the end of 2014.
I would appreciate it if you could take a moment to click this link and then vote for me. If you have time, please also add a vote for my colleagues. I can see many other friends and peers on this list as well, but I can’t ask you to vote for everyone!
Click here to vote on the Call Centre Helper website.
Photo by Gorilla Radio licensed under Creative Commons
Industry analyst, Michael Gazala of Forrester, published a blog recently that will strike fear into the heart of any company with a merely average attitude toward customer service. Gazala said that the Forrester data on customer experience has seen the average level of service increase in every industry since 2007.
That’s every industry Forrester covers and every year for over seven years now. So if you are not including the customer experience in your boardroom discussions then there could be trouble ahead for your company in 2015.
The implication of all these increases in the average level of service is really that expectations are accelerating. Customers want more and those responsible for the customer experience today need to think much harder about managing loyalty, developing a mobile experience, and listening to the online buzz about specific products. My colleague Richard Nicholls recently blogged on the subject of how customers expect a great emotional attachment today and how this is essential for any company that expects loyalty.
Gazala highlights two key trends that are going to be important to watch in 2015:
- Emotion has the biggest effect on customer loyalty, so it’s going to be a big factor in what companies do in 2015 – literally buying into emotional reactions from customers.
- More surprises from upstarts; smaller companies with great ideas that help customers – like airbnb – will be more common. Large firms need new ideas for services and products that have a stronger emotional connection and this will often come only from new firms.
I agree with his predictions, in particular how loyalty is going to change in the near future. In 2015 it is all going to be about the way companies engage with customers, regardless of the free gifts they hand out.
What do you think of his other point about developing an emotional connection? Leave a comment here or tweet me on @matt_sims1.
Photo by Gaby Av licensed under Creative Commons
Posted in Contact Centres, Current Affairs, Customer Service
Tagged airbnb, customer, customer experience, customer service, emotion, forester, forrester, marketing, michael gazala
Tech Week Europe magazine recently listed six ways that technology can improve the customer experience. Now my first thought when I saw this was ‘only six’, but then it’s true that people are only just starting to notice how important technology is to the relationship between brands and their customers.
Briefly, their six tech improvements include:
- Getting personal with CRM
- Intelligent routing to the right agent
- Location independence
- First time resolution on any channel
- Integrating social media
- Workforce management in the cloud
Of course, updates in the technology world go far beyond the adoption of cloud computing and sometimes by focusing on the technology itself, the service delivered is obscured.
However, one thing is clear, customer service needs tight integration into a technology solution far more than ever because the way customers interact has changed.
There are many reasons I could cite, but here are just three:
- Customers are choosing the channels they want to use, so the brand needs to be watching and analysing online blogs, tweets, and other conversations. Discussion about your brand or products is out there and not always directed at you.
- Information on customers is falling into silos more than ever – marketing, sales, customer service need to get integrated so there is one view of the customer and their behaviour before, during, and after a sale.
- Companies that are managing multiple customer service channels need to consider how to create an omnichannel environment because customers are hopping across channels more than ever and they do not want to repeat information on a call because the agent cannot see Twitter conversations…
This goes far beyond a debate about the use of technology. The increased integration of data between various departments is a strategic shift in how many companies will go to market.
Have you seen your own approach to customer service change because of technology? Leave a comment here or tweet me on @aniederer.
Photo by Cathy licensed under Creative Commons
Posted in Contact Centres, Current Affairs, Customer Service, Technology
Tagged channel, crm, customer experience, customer service, custserv, echnology, marketing, multichannel, omnichannel, sales, technology, techt