I am STILL renovating my house, but I am glad to report that it’s about 80 percent complete. As part of the process, I had to call my service provider to reinstate my triple-play offering. The whole process, which was divided into two distinct parts, once again demonstrated the meaning of the phrase “end-to-end customer [...]
I am renovating my house. Last week, a maintenance man came with his tractor to pave part of my family’s garden. I know in our industry we often use the phrase “cut the cord” as a figure of speech, but the tractor literally cut the cord – the cable cord that ran through my garden. [...]
Service providers are working hard to minimize and prevent calls to their call centers, for obvious reasons. But they shouldn’t be minimizing the promotion of their support services. Customers want to know they have access to a variety of reliable and integrated support channels, including Web self-service, social media, online forums, and yes, call centers, too. The customer experience continues to drive brand loyalty and in today’s connected world, full-fledged 24/7 support certainly beats having “no one” to talk to.
Porter’s Place: a Marketing Strategy Blog is a forum for me to bring unique marketing campaigns to your attention, share analysis of service providers’ marketing strategies, discuss general market trends and report on important Amdocs events. I want to start a dialogue, so don’t be shy with your comments.
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