Livewire: The Communications, Media and Entertainment Blog

Regaining the trust is a key theme that is emerging from today's Understanding the Customer experience seminar at Glaziers Hall London.

Building trust and advocacy from their customers is still a major challenge for Communication providers, resisting the desire to focus on short term profit rather than the life time value of a customer is a difficult habit to break, especially in a downturn. The rise and growth of online channels has meant "listening to the voice of the customer" as a vital ingredient to a successfull customer experience...

Posted by Paul Saunders at 11:58 AM | Permalink | Comments (0) | TrackBacks (0)

Kantar Worldpanel in this morning session reinforced some key trends and data points in understanding the consumer and what do consumers they really want?  One in two consumers in the UK now own a Smartphone and all major countries Europe are seeing strong demand, with Apple and Blackberry leading the way.

However, more consideration is being placed on the supporting Operating System (OS), for 18% of consumers in the UK market the OS is a vital component of the decision making process. Interestingly Android is leading the way outstripping Apple and other OS platforms and the majority of customer switching is also funnelling towards Android's platform.

Posted by Paul Saunders at 11:15 AM | Permalink | Comments (0) | TrackBacks (0)