Peter : On Rad's Radar?
Peter
| Peter Radizeski of RAD-INFO, Inc. talking telecom, Cloud, VoIP, CLEC, and The Channel.

customer service tag

Drill down on customer service search:

25 result(s) displayed for customer service (1 - 25 of 30):

The Customer is Always Right

Seth Godin reminded me this morning that the customer is always right - or he won't be a customer for long. This comes at a good time, because a recent conference call about latency on a Layer 2 private...

Many Moves

Softbank is ready to announce that it is merging with T-Mobile. It seems that Softbank CEO, which owns most of Sprint, went around the FCC by buying the German parent company. CP is reporting that "SoftBank, Sprint's majority owner,...

No More Paying For Attention

The overall view of the Hosted VoIP industry is not unlike the aspirin aisle at the supermarket: lots of choices that all seem the same. [see photo below] How do you get the attention of the channel partner or...

What to Do About Dipping revenue and Profits?

These headlines are worrisome. Weaker-Than-Expected Channel Sales Impact CenturyLink tw telecom Revenue Grows, Profit Dips Windstream Profit Falls 22%, Business-Service Revenue Up Revenue is up, profit is down. But for others revenue is down. AT&T revenue is down 1.4...

Fill 'Er Up

Many business models are at odds with the customer wishes. Airlines want full planes. Customers don't want to be sardines and have bags checked for them.Consumers hope that not everyone is using the Internet at 8 PM. The ISPs need...

Strategic Thinking Necessary for SPs

Strategic Thinking is needed for service providers to get through the upheaval of the next couple of years. The last couple of years have been all belt tightening and cost cutting -- to the point that service delivery, sales and...

3 Lessons From Radio Shack

Before a plane ride, if I am out of books to read, I run to B&N. The last two trips have been a waste of time. One trip the sales clerk asked me what I was looking for, but they...

Verbal One Year Contracts

ATT has verbal one year contracts available. New service ordered within a few minutes for clients via an Authorized Solution Provider (agent). [This has to be for really simple stuff like POTS and DSL.]However, ATT doesn't send any TAC (terms)...

Why We Don't Have Customer Service

Bank analyst Dick Bove adds, "What my Wells Fargo experience suggests is that a successful bank is one that keeps seeking new customers and selling them more products and not getting bogged down by offering service. Second, it may be...

Bad News

I read all of HUgh Macleod's new book, Freedom is Blogging in Your Underwear [AFFIL], on the flight to Atlanta to speak at the ISP-CLEC show here. It certainly got me thinking. Bad news..... new marketing is just the same...

No Special Sauce

There is no special sauce.Everyone has the same technology (or will 5 minutes after you market yours).It was never about the technology.It has always been about the Customer Experience!(What do you think churn is all about? They don't like you...

Enchanting Keynote at Parallels Summit 2012

Guy Kawasaki was the keynote yesterday morning for the Parallels Summit 2012 in Orlando. (Vodka bar was open at 8:20 AM!) Guy talked about the key points from his book,Enchantment .One is You Must be Likable. Richard Branson of...

Social Media Channel Integration

An ITEXPO panel on Wed. discussed social media integration in the contact center. Sanjay Popli of LiveOps, Manuel Ramirez of Avaya, and Alex Quilici of YouMail spent 45 minutes talking about social media and call centers.There are five steps a...

Lying Will Kill the Sale

One of my coaching clients asked me how to dig deep into a service providers knowledge base to insure that they can actually deliver on what they say. I had to chuckle.In most cases, only a few people at any...

A Lesson From Netflix for You

Netflix lost 800K customers last quarter. In this article, Netflix explains that it made some errors in communication and branding. Netflix did a poor job of communicating the price increase to its customers. It did a poor job of explaining...

Well That Was Unsatisfying

Tuesday night was kind of the last straw. While watching CinemaNow through my LG Blu-Ray player, the movie - 30 Minutes or Less - must have stopped to buffer 10 times and actually stopped 3 times - in 90 minutes!I...

The Cellular Battle

I don’t mean the AT&T-T-Mobile merger, although that is just one battle in the war for cellular supremacy. (Other battles are Sprint with Clearwire, Sprint with the cablecos and the MVNO model.)“Former T-Mobile CMO Denny Post says carriers should focus...

Oracle Says RightNow

What surprised me about Oracle buying RightNow was that RightNow was worth $1.43B! My impression of RightNow was just a small CRM software-as-a-service comapny. Whoops! Just goes to show that you can’t watch hundreds of companies.RightNow positions itself, not as...

The Telco Customer Experience

There has been some buzz on twitter about the telcos working on bettering the customer experience. Despite JD Powers awards, the average customer is not happy.Those that are still on Telco 1.0 with POTS and DSL do not have a special relationship. And...

What Does an SLA Really Mean?

SLAstands for Service Level Agreement. Basically, an SLA is the minimum level of service that a carrier will deliver to you per your agreement. It is not a guarantee or an assurance that you will get that service. It means...

Service Provider Claims

What’s funny is when one service provider tells me how inept the other service provider in his region is. “We take customers from them all the time.” I hear the same exact thing from the other service provider.Two other funny...

Why Do I Have To Give You That Info Again?

Speaking with Fonolo CEO Shai Berger and I were talking last night about Call Centers and the lousy customer satisfaction. All the M&A activity creates pockets of technology and data and apps that cannot integrate easily with other pockets of...

How Important is Retention?

For service providers who understand the cost of customer acquisition, retention is an important metric. In fact, Wall Street calls it churn. It has to remain under 2% to be considered under control. For agents, retention is just as important. While...

Cricket Brought Dave

Tonight starting at 10:30 PM Cricket streamed the Mile High Music Festival. 2.5 hours later, Dave Matthews Band is still jamming with a mix of crowd favorites (like Two Step, Ants Marching and Jimi Things) and songs that they don't...

Unbelievable Response

Let's say that you are ITSP who provides white label Hosted PBX to service providers. Let's say you have issues delivering your service to that service provider. The issues are persistent. The service provider partner loses customers as a result....
1 2 Next
Featured Events