Telcos need chief customer officers: iiNet

 

Halves number of complaints at purchased AAPT business.

Telcos should employ chief customer officers alongside CFOs, CIOs and CTOs, said iiNet's general manager of customer service Paul Cahill.

Addressing the IQPC Customer Experience Event in Sydney, Cahill said that iiNet has halved complaints to the TIO coming from the customer base acquired last year from AAPT.

He said two business processes had been driving a lot of the complaints. The first was a $65 reconnection charge, even if the disconnection had followed a simple mistake. The second was an outsourced recontract campaign that saw 45 percent of customers recontracted leave within three months.

“Those are the kinds of decisions you get if you let the CFO dictate customer strategy,” he said. 

The Perth ISP was the envy of many in the industry with high net promoter scores published with its financial results. Cahill revealed that these were transactional scores (taken straight after a customer contact) and relationship scores (taken from quarterly surveys).

Copyright © iTnews.com.au . All rights reserved.


Telcos need chief customer officers: iiNet
 
 
 
Top Stories
Photos: Microsoft's new Surface 3 tablet
Microsoft has pared down the specs in favour of portability.
 
Is your lawyer smarter than IBM's Watson?
Sparke Helmore CIO Peter Campbell expects machine learning to take a chunk out of law firm profits. But he’s far from downcast.
 
Australia passes data retention into law
Mammoth last-ditch effort by Greens, indies knocked back.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest articles on BIT Latest Articles from BIT
Xero now includes an inventory function built-in
Mar 26, 2015
Xero has added inventory and other major new features to the latest release of its cloud ...
Apple reveals its new MacBook
Mar 13, 2015
Replacing the MacBook Air as Apple's thinnest laptop, the new MacBook comes packed with features.
Xero has released a new version of its app for the iPad
Mar 6, 2015
iPad-wielding Xero users can now take advantage of a new version of the iOS app for the cloud ...
Microsoft is offering Azure for Disaster Recovery to Australian SMBs
Feb 10, 2015
If you haven't talked to your IT provider about disaster recovery, it might be worth discussing ...
The 2015 Xero Roadshow is on: here are the locations and dates
Feb 6, 2015
The 2015 Xero Roadshow kicked off this week - see where you can attend at locations around ...
Latest Comments
Polls
Do you support the Government's data retention scheme?

   |   View results
Yes
  9%
 
No
  91%
TOTAL VOTES: 1443

Vote