Dear Carriers, Come what may – Customer is always the boss. Listen to your customer and save millions on consulting fees.This is 101 basics on managing and engaging customer.
Airtel ,a major player in India is currently re-structuring their business and know what , they are making it customer centric .Quoting from the article
This new vision, outlined till 2015, has seen Bharti erect a new organizational structure that pivots around the consumer, not its many businesses.
Then what the hell were you doing for the past 10 years being in business ? You paid some consultancy millions of dollars to understand what is your problem when in reality your customer is running behing the customer care through mails and in social networks crying out for help.
Voice is Dead , Data is the Future
It is weird but the present generation will not use phones to make voice calls any more. You have cap on sms limit ? People are using FB chat , iMessage , BBM or other chat platform to text each other while you are busy sorting out intelligent sms plans for local , national and international.
Understand technology landscape and how fast it is changing: Repeat after me : Voice is dead , Data is the new ‘in thing’. So stop playing cheap tricks . When most of us do not require 500 free voice mins. a month , you provide this offer . And people want to use data but you restrict them with pricey plans.
Have you ever thought about users who want minimum voice and more data ? This is what Amazon has to say on buying their tablets : “We want to make money when people use our devices, not when they buy our devices.”
Earn your profit when customer use your service and is really benefitted rather than trying to fleece customers for the service people hardly use.
In this day of Skype , Google chat/hang out and other video chat, people have already or slowly migrating to cheaper free technology . You can no longer charge people for expensive ISD or STD calls.