{"id":845,"date":"2020-05-12T12:09:52","date_gmt":"2020-05-12T12:09:52","guid":{"rendered":"https:\/\/premiernx.com\/?p=845"},"modified":"2025-03-11T16:05:26","modified_gmt":"2025-03-11T16:05:26","slug":"telecommunications-industry-faces-significant-challenges-in-customer-opinion","status":"publish","type":"post","link":"https:\/\/premiernx.com\/uk\/blog\/telecommunications-industry-faces-significant-challenges-in-customer-opinion\/","title":{"rendered":"Telecommunications Industry Faces Significant Challenges in Customer Opinion"},"content":{"rendered":"
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Let\u2019s face it. Telecommunications providers have a reputation of not providing customer services and experiences that meet the needs of the customers. You don\u2019t have to look far to find examples of customer interactions gone awry, especially in the telecommunications and cable industry. Just a simple Google search can lead you to a variety of blunders, like changing a customer\u2019s name<\/a> on a bill to forcing a consumer to sell a home they just purchased<\/a>, that leave you wondering how they can stay in business.<\/p>\n

And this isn\u2019t an issue that escapes the notice of the C-Suite. A Bloomberg Business Week <\/a>study reported that 92% of Telecom Executives rate Customer Experience<\/strong> as a top strategic objective, yet rate their own experiences pretty low.<\/p>\n

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With four telecom giants on the top 20 list of the most hated companies in America, the telecommunications industry<\/strong> has a lot of ground to make up. But all is not lost, and with the large addressable market, providers have a huge opportunity.<\/p>\n

Do not Underestimate the Value of Human Interaction<\/h2>\n

According to a survey by Aspect, 73% of Millennials want the ability to solve problems on their own through online sources. Even with this, however, telecom providers should not close down the call center and focus all their efforts on self-help sections.<\/p>\n

There is much to be said about the value of human interactions in building rapport with customers.\u00a0 According to an InMoment report<\/a> that surveyed up to 11,000 North American telecom consumers, they found that human interaction can boost positive feelings for providers. Consumers want quick, easy solutions with pleasant providers, and providing this can be vital to the success of telecoms. A survey by Dimensional Research<\/a> found that when consumers encounter good service, 52% of individuals and 62% of businesses will increase their spend.<\/p>\n

Four Ways the Telecommunications Industry can Improve Customer Service<\/h2>\n

Customer Service is so important to the ongoing success of a business that 86% of consumers would pay more for better service, according to an Oracle Study<\/a>. With this, we have found a few things that you can do to improve the customer service your organization provides.<\/p>\n