Technology is changing how we capture and communicate what matters most to us. Developing film at the drugstore, creating scrapbooks and saving mementos has been turned on its head by a rapid change in technology. We now express our appreciation with how we engage the world through mobile devices, usually a smart phone or tablet.
In the moment we snap a photo, tweet, share on Facebook or send a text, we broadcast our loyalty and dedication to everyone listening. We aren’t just fans of rock stars or athletes anymore, but fans of our favorite brands, companies and the various products they produce.
At the center of this fandom, telecommunication and communication service providers (CSP) have a chance like no other industry to leverage their customer base and turn their customers into fans as well.
The Customer Experience in Telecommunications
CSPs have a unique edge in enhancing the customer experience as our phones are always with us, we touch our mobile provider innumerably more times than any other brands we interact with. At Mobile World Congress (MWC) it was clear that Customer Experience Management (CEM) is becoming a perfect tool for CSPs to embrace the idea of turning customers into fans through their core processes. MWC reminded us just how much the world is highly connected thanks to the little devices in our pockets and that CSPs can dial in to the opportunities their customers are actually begging for. [Read more...]