Tag: loyalty

Is the industry ready for new Ofcom end-of-contract regulations?

New Ofcom regulations are due in February 2020 aimed at removing the end-of-contract trap. But are service providers ready to embrace the opportunity presented?

Telecoms through the looking glass: bad deals, bad data, bad customer service

Customer journeys need work, with too much focus still being placed on acquisition rather than retention

What B2B telcos can learn from automotive manufacturers

Automotive firms have moved beyond products to experience-oriented service

Customer confusion is costing service providers dearly

Sometimes it’s not just what you say but how you say it that matters. When you don’t communicate clearly, you not only frustrate customers but drive up the cost of clearing up the confusion

Four words that transform relationships. Do you know what they are?

B2B service providers can learn key lessons on customer relationships from experience leaders such as Amazon.