Why are Telecoms so bad at Customer Experience? #btot

The company had a series of values the first of which said ‘We put the Customer first’. The reality was far from this. Customers came a distance second to what was good for the organization. Cost cutting, internal politics, profits and the need for positive analyst briefing always outweighed the Customer. Senior managers said they were interested in the Customer but their actions showed they weren’t. Two occasions spring to mind. The first was when my colleagues suggested we stopped measuring Customer Satisfaction as they never paid any attention to the results! The second occurred on the last day at the company. I attended a budget meeting. We were reviewing where we were spending money for our 55,000 engineers. I always remember observing at the end of the meeting that not one initiative was focussed on improving the Customer Experience. All new initiatives were focussed on cost reduction. The reality was the Customer was not in their blood. It was not part of the culture.

where’s your focus on the customer? Thanks to @martinfaux for this

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