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| Video |
Peter Wilcock
MD, Sales & Customer Service |
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- Large cable, phone, and internet provider had more people cancelling their service than starting it
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- Adopted CEM on their website, allowing customers to provide feedback about the issues that were important to them, when they were important
- Delivered feedback in real-time to ntl staff who engaged customers in a dialogue to resolve their issue
- Analyzed the feedback to identify touch points that were most important to customers
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- Service-related customer churn dropped to 0.7 percent
- The company adjusted internal processes to better meet customer needs
- Improving customer advocacy has become a focus for all employees
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