Thursday , 21 February 2019
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Networks Predict Customer Service Boost in 2017

Networks Predict Customer Service Boost in 2017

 Networks Predict Customer Service Boost in 2017

The UK mobile consumer is more powerful than ever, and changes to what they expect from and how they manage their mobile tariffs will impact how operators communicate with them in 2017. Three’s director of customer strategy Danny Dixon explains: ‘Your existing customer base is the core of your business and the best ambassadors for your brand. If you look after them they will stay longer, spend more and become advocates by telling their friends about the great service that they get. The rise of SIM-only, where contracts last as little as 30 days, means that operators must work harder than ever to retain their customer base.’


Vodafone UK CEO Nick Jeffery also sees customer service as a major focus in 2017, telling Mobile: In 2017 we want to build on being the ‘UK’s winning network’ and be recognised for the improvements we have made to make our customer services best in class. We are making positive progress in customer services but fixing it is our highest priority for 2017. ‘


For Telefonica UK’s digital director David Plumb, the changing nature of mobile technology provides additional opportunities for the brand to connect with and better serve its customers: It’s a mind-set change and evolution of the way we live and work to create greater value from the things we do. Whether that’s helping NHS trusts help patients, hospitals and clinicians manage and share information more effectively meaning vital seconds are saved, or allowing consumers to control their heating, lights, locks and more with their phone while they’re on the go, these things improve the way we live and work.’

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