British Telecom Archives

Random & Unintentional Customer Experiences: an example from BT
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Random & Unintentional Customer Experiences: an example from BT

Customer Journeys, Customer retention and loyalty, Recovery, Telecoms

Random & Unintentional Customer Experiences: an example from BT

If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement [...]

By Ian Golding|2016-11-02T06:37:18+00:00November 2nd, 2016|Customer Journeys, Customer retention and loyalty, Recovery, Telecoms|3 Comments

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry
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Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

Customer Journeys, Customer retention and loyalty, CX Strategy, Regulation, Social Media, Telecoms

Heroes or Villains? Customer Experience Spotlight on the Telecoms Industry

Allow me to start this post by asking a question. Do you 'like' your Telecoms provider? It is a very simple question - it contains only 6 words - yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider [...]

By Ian Golding|2015-11-12T18:36:41+00:00November 12th, 2015|Customer Journeys, Customer retention and loyalty, CX Strategy, Regulation, Social Media, Telecoms|3 Comments