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John Myers

Hey all-

Welcome to my blog. The fine folks at the BeyeNETWORK™ have provided me with this forum to offer opinion and insight into the worlds of telcommunications (telecom) and business activity monitoring (BAM). But as with any blog, I am sure that we (yes we... since blogging is a "team sport"...) will explore other tangents that intersect the concepts of telecom and BAM.

In this world of "Crossfire" intellectual engagement (i.e. I yell louder therefore I win the argument), I will try to offer my opinion in a constructive manner. If I truly dislike a concept, I will do my best to offer an alternative as opposed to simply attempting to prove my point by disproving someone else's. I ask that people who post to this blog follow in my lead.

Let the games begin....

About the author >

John Myers, a senior analyst in the business intelligence (BI) practice at  Enterprise Management Associates (EMA). In this role, John delivers comprehensive coverage of the business intelligence and data warehouse industry with a focus on database management, data integration, data visualization, and process management solutions. Prior to joining EMA, John spent over ten years working with business analytics implementations associated with the telecommunications industry.

John may be contacted by email at JMyers@enterprisemanagement.com.

Editor's note: More telecom articles, resources, news and events are available in the BeyeNETWORK's Telecom Channel. Be sure to visit today!

Everyone LOVES customer are self-service…. That is for most customers. Telecom service providers see the ability to lower costs “dealing with” customers and IT departments see the advantages of new IT aspects of the “self-service” relationship ( ie cool new toys… that vendors love to sell as well… ).  However, often times customers aren’t as enthused about the self-service developments.

I found a good article from Francoise Tourniaire about rules for Customer Care Self Service.  Included in Tourniaire’s principles are the following:

  1. Make Self-Service Work for the Customer
  2. Develop Seamless Escalation to an Agent
  3. Promote Self-Service Offerings
  4. Measure Self-Service Metrics

I particularly liked the concept that is first and takes up a significant portion of the article… “Make Self-Service Work for the Customer”.  This is the most important aspect of any self-service implementation.  The provider, IT and the vendor can love the implementation, but if customers start churning due to the implementation… Soon a very “technical” and small customer base will result.

I also would like to point out that “customer care” is not the only aspect…. Customer complaint or venting is also important.  You can learn just as much from a customer compliant encounter as you can from a customer care encounter.  Many “self-service” and “carrier-service” customer care implementations leave that aspect off their “requirements” lists.

Twitter is a good example of how customer can “complain” in real-time while being frustrated with customer care.  Forward thinking organizations are “watching” those avenues and intervening with whatever customer care avenue seems appropriate to the customer.  Again, focusing on customer care work for the customer.

NOTE – I have personally experienced this with Qwest and I have heard good reports about Comcast… again via Twitter :)

Where is your telecom organization when relates to self-service customer care? And new brands of customer complaint?

Post your comments below or email (John.Myers@BlueBuffaloGroup.com) / twitter (JohnLMyers44) me directly.

Posted July 21, 2009 8:00 AM
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