Welcome to the second part of the Net Promoter Score (NPS) series! The first NPS article discussed how the Net Promoter Score can help support a telco’s bottom line. Here, we’ll answer these two questions:
The telco industry has been notorious for poor customer service - in some cases, marketing professors even point to older telco ‘bad profit’ practices as poor examples of customer relationship management. Examples like these:
Every market is different, so we cannot promise a magic bullet solution. But what we can share is what has worked for our own markets.
Our digital-only telco brand, Circles.life, was started in rebellion against the 2016 telco industry’s bad profit status quo.
“It was a burning frustration that eventually boiled over,” says the former business consultant. “That an industry that touches everyone could be so backward in terms of innovation was unbelievable to me.” says our CEO and co-founder, Rameez Ansar.
“Why are we doing this? Why does the status quo have to keep existing? I think a lot of our people have bought into this vision, too, and have this feeling of righteousness that comes from fundamentally believing that we are righting some wrong,” he said regarding what kept him going to the Peak Magazine.
We needed to make the telco experience everything it wasn’t back in 2016. We made NPS our core KPI and focused relentlessly on making the customer experience great. Our mantra is to give power back to the customers.
Onboarding needed to be seamless. Contracts needed to be easy to understand and give customers full control. Customer service needed to be delightful. Here’s how we managed to achieve an NPS above 50:
We applied all this with our partner KDDI when developing their digital mobile operator brand povo. In 2020, they faced a challenging market:
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One of the most immediate and impactful uses of AI is in personalization. Telcos have long recognized that customer experience is more than just a differentiator—it’s central to loyalty and long-term success. AI enables telcos to create customer journeys that are tailored based on actual behavior and preferences.
Insights
5 Sep 2024
Insights
5 Sep 2024
Welcome to the second part of the Net Promoter Score (NPS) series! The first NPS article discussed how the Net Promoter Score can help support a telco’s bottom line. Here, we’ll answer these two questions:
The telco industry has been notorious for poor customer service - in some cases, marketing professors even point to older telco ‘bad profit’ practices as poor examples of customer relationship management. Examples like these:
Every market is different, so we cannot promise a magic bullet solution. But what we can share is what has worked for our own markets.
Our digital-only telco brand, Circles.life, was started in rebellion against the 2016 telco industry’s bad profit status quo.
“It was a burning frustration that eventually boiled over,” says the former business consultant. “That an industry that touches everyone could be so backward in terms of innovation was unbelievable to me.” says our CEO and co-founder, Rameez Ansar.
“Why are we doing this? Why does the status quo have to keep existing? I think a lot of our people have bought into this vision, too, and have this feeling of righteousness that comes from fundamentally believing that we are righting some wrong,” he said regarding what kept him going to the Peak Magazine.
We needed to make the telco experience everything it wasn’t back in 2016. We made NPS our core KPI and focused relentlessly on making the customer experience great. Our mantra is to give power back to the customers.
Onboarding needed to be seamless. Contracts needed to be easy to understand and give customers full control. Customer service needed to be delightful. Here’s how we managed to achieve an NPS above 50:
We applied all this with our partner KDDI when developing their digital mobile operator brand povo. In 2020, they faced a challenging market: