Superior Customer Experience: Revenue or Integrity? #cx #wireless
by Kate Nasser | 6 Comments »
Superior Customer Experience: Innovate for Integrity
Superior Customer Experience: Revenue AND Integrity Image via Istock.com
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 info@katenasser.com 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!
Very well said Kate!
Very creative way of presenting revenue and integrity.
Khalid
Very well said Kate!
Very creative way of presenting revenue and integrity.
Finding another creative way to put integrity back into their priority list is viewed as cost which again affecting revenue! Obviously they are after money and not customers!
Khalid
Thank you Khalid. It’s such an important shift. If companies could only see that they can be profitable through integrity by providing a superior customer experience.
Kate
Interesting post, Kate. Choosing between revenue/profit and customer service is a hard dilemma for many companies. Some businesses would do anything to offer top quality customer service, and some – like Ryanair (http://www.casengo.com/blog/customer-service-the-ryanair-way/) – simply don’t. In my opinion, it’s all about finding the right balance. Great customer service doesn’t necessarily cost much, whereas it has the potential to increase customer loyalty, satisfaction, and revenue. In the case of the wireless providers, they might indeed lose revenue, but imagine you are the only wireless provider that offers a ‘kill switch’… It would just become an additional feature (USP) to promote.
Thank you Mike. So pleased to read your comment.
I think part of the problem is that companies believe they must choose when in truth they don’t. Even the simplest gestures of care and consideration — that cost nothing — build loyal relationships!
Best wishes,
Kate