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
Don’t mention digital disruption to David Whiteing
Buzzwords don’t curry favour with CBA's new CIO - it’s all just innovation to him.
 
Content, cost & constant innovation: How Foxtel plans to take on Netflix
Nell Payne inhabits the “brave new world of blue strings and networking”. Just don't ask her to put a TV screen on your microwave.
 
Westpac fires starting pistol on core banking upgrade
St George readies itself for move to Celeriti.
 
 
Sign up to receive iTnews email bulletins
   FOLLOW US...
Latest articles on BIT Latest Articles from BIT
Microsoft launches Office for Android preview
May 22, 2015
Microsoft has launched a preview of Office for Android smartphones. Pre-release versions of ...
Microsoft is working on an iOS email chat feature called Flow
May 22, 2015
Microsoft is working on a new chat app, but at the moment we know more about what we DON'T know, ...
Windows 10 free upgrade: Microsoft details who gets what
May 22, 2015
Microsoft was meant to be streamlining its OS with Windows 10, so why is upgrading so confusing? ...
Windows 10 has an edition to suit everyone's needs
May 15, 2015
Microsoft unveils a mind-melting six editions of Windows 10 ahead of its Winter 2015 launch. ...
Firefox 38 FINAL released, debuts new tab-based preferences
May 13, 2015
Mozilla has unveiled the latest version of Firefox 38.0 FINAL for desktop, with Firefox for ...
Latest Comments
Polls
Should Optus make a bid for iiNet?

   |   View results
Yes
  42%
 
No
  58%
TOTAL VOTES: 570

Vote