Promoting Loyalty

You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.”
Jerry Fritz.

Customer satisfaction is worthless. Customer loyalty is priceless.”
Jeffrey Gitomer

In an earlier post about Net Promoter Score (NPS), it was indicated that Apple had an NPS of +70 whereas telcos often languish in negative NPS scores.

Of course there are many reasons why this may be true and every CSP has its own customer service culture, good or bad. But it strikes me that OSS could have a fundamental impact on improving NPS. There are many factors where an OSS could influence better NPS ratings, such as the following:

  1. Improved self-service (including from multiple different platforms such as mobile)
  2. Customer service operators having visibility across all systems that hold customer impacting data (eg current outages, current rectification activities, expected time to repair, real-time usage analysis, automatic outage notifications, scheduling of workforce, current marketing initiatives, social media metrics, etc)
  3. Consistency of messages across all of the CSP’s platforms (eg sales, marketing, product, network operations, engineering, customer support, billing/finance)
  4. Dissecting customer response data
  5. Improving end-to-end key performance indicators such as C2M (Concept to Market), L2C (Lead to Cash), T2R (Trouble to Resolve)

As an OSS vendor, can you make your customer NPS (ie the CSP) increase by demonstrating that you’re helping to increase their customer NPS (ie the end-user of Telco services)?

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