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7 steps to create an exceptional customer experience strategy

grace edens tarafınan (2020-01-27)

Driven by the growing demand for smart homes and other technologies enabled by the Internet of Things (IoT), the telecom industry is faced with the greatest opportunity in decades for new service offerings. At the same time, there are difficult steps needed that mandate the development of effective strategies based on intelligent, data-driven customer service. https://iway.rosemont.edu/ICS/Campus_Life/Campus_Groups/Organization_of_African_American_Students/Home.jnz?portlet=Discussion_Board&screen=PostView&screenType=change&id=53655a69-4e14-458f-88f1-284a3ed7ff73


Here we recommend 7 steps to create outstanding customer experiences:


  1. Leverage big data

Telecom companies should integrate big data into everything in their operations, right from product ideation to product development and from sales to customer service. The use of Big Data and analytics will deliver short term benefits in terms of improved customer satisfaction and improved ARPU, and will facilitate longer-term benefits as it is used in the product conceptualization phase to innovate service offerings. https://ifgoiano.edu.br/periodicos/index.php/multiscience/comment/view/530/0/303589


  1. Proactively manage customer relationships

In conjunction with a newer grass-roots focus on direct customer engagement in marketing, Telcos need to change the way they interact with customers – realizing that more often than not, customers make decisions based on their interactions with other people, not with vendors. Intelligent support automation and a proactive environment driven by Big Data-driven insights will increase satisfaction and reduce customer turnover


  1. Focus on innovation

More than present, telecom companies need to use Big Data-driven insights and predictions to figure out what their customers want including improvements and new features or additions. In the era of Internet of Things, product innovation will be more focused on customers’ lifestyles, preferences, and more in sync with other devices and services customers use. Enterprises will use real-time data collection to optimize and innovate and improve their products and service plans. http://fagro2.fagro.edu.uy/~agrociencia/index.php/directorio/comment/view/951/0/1073015


  1. Shift marketing

Marketing in the era of IoT will bring unique opportunities which will allow service providers to see and understand what works and what does not work for their customers. The guesswork will reduce as telecos will leverage social media to directly listen to their customers, engage with them and leverage insights to know more about their customers. With real-time social media engagement, they can fix issues faster and reduce the resolution time.


  1. Think ahead

Incumbents should adapt their platforms for IoT, and newcomers should create with IoT in mind from the beginning. This needs to include an IoT-driven customer support automation platform. Enterprises need to understand that they require an IoT-focused architecture to deliver better customer service experience. From a few touchpoints currently in use in homes such as telephone, Internet, and television to multiple devices and touchpoints in future with the advent of IoT – service providers will need to build a combined customer management platform to offer support for connected devices.


  1. Forge new partner relationships

The hundreds of touch points that IoT will create mean that telcos will no longer control the entire conversation. It will be necessary to enter into additional relationships, while still remaining as the anchor of a growing, but independent IoT-driven ecosystem. http://journals.pu.edu.pk/journals/index.php/pjiml/comment/view/1453/0/39860


  1. Reform service center operations

Intelligent automation will facilitate telcos to develop more efficient and intelligent customer service centers. One of the major changes in customer service architecture will be IoT-driven support automation platform. Since IoT will increase intricacy in production and customer service, companies will build intelligent service architecture and more efficient service centers to support numerous connected devices and touch-points.


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