Superior Customer Experience: Innovate for Integrity
CBS This Morning Show featured the documentation that wireless providers have refused to carry cell phones that have a “kill switch which would allow consumers to deactivate their stolen smartphones. Why? Because it would reduce the need for cell phone insurance policies that they sell. In other words, they would lose revenue!
Tough choice for business leaders:
Revenue or the integrity to help customers have a superior customer experience?
For a consumer, losing a smartphone is a horror story. More than just the cost, the threat of identity fraud and loss of privacy from information stored is huge. It is a nightmare. It is the opposite of a superior customer experience.
When major wireless providers stop the broad use of a preventive powerful technology — e.g. the kill switch — just to preserve their revenue they are aiding and abetting a customer experience horror story. Is it any wonder that that wireless and internet service providers hold 9 of the bottom 10 spots in 2013 Temkin Customer Service Ratings?
Superior Customer Experience: Innovate With Integrity to Win
Telecommunications leaders in wireless and internet service may be trapping themselves by thinking of this dilemma as win or lose. There are not just two choices revenue (win) and integrity (lose).
There is a third choice — innovate for revenue and integrity. Instead of blocking a technology that relieves customers’ pain just to preserve revenue, start innovating the telecommunications industry to build new revenue streams.
Find the start-ups with proven concepts and inventions that can be your next big product or service.
Wireless and internet service leaders, do you have the strength and courage to switch to a new model of integrity that produces revenue? Or will you continue to block the switch that would help consumers and reduce smartphone theft?
Do what others leaders haven’t — reinvent your own industry to win big with new revenue and consumer gratitude. Superior customer experience and integrity sustain revenue they don’t kill it.
Integrity and revenue are not mutually exclusive. Do the right thing! Lead us to a new era of superior customer experience in the wireless world!
From my professional experience to your success,
Kate Nasser, The People Skills Coach™
©2013 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email firstname.lastname@example.org for permission and guidelines. Thank you for respecting intellectual capital.
Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results. Kate also invites you to connect with her on Google+, LinkedIn, and Twitter. She welcomes your interaction!