Churn & Customer Value Management in Telecoms

I’ll be speaking this month in Prague, chairing the Churn & Customer Value Management in Telecoms conference. Some great speakers have been lined up (O2 UK, Tele2, 3UK, TTNET, Vodafone etc). I’ll be keeping a live blog / Twitter stream throughout the event. If you are planning to attend, feel free to connect with me…

Customer Journey Mapping

Customer Journey Mapping has become an important exercise for mobile operators looking to improve the customer experience. Here are some best practice guidelines for anyone thinking of running a journey mapping project. The customer journey (how your customer progress through your business from acquisition and beyond) is typically “owned” by several functional groups within a…

Marketing: Repaving the Yellow Brick Road

Technology and telecommunications companies have, for too long, relied on three increasingly obsolete business principles. That population expansion will ensure their growth, that R&D investment will protect their futures and that creating uniqueness in their offers will insulate them from competitive forces. However, this apparent [yellow brick] road to success has resulted in some high…

“Disruptive”. Investor-pleasing rhetoric with little substance?

In an interview with the Financial Times this week, HTC CEO Peter Chou talked of the company launching a tablet in the near future. He stated that the product would be disruptive. Disruptive. What a nebulous statement that has become. I’m sure it resonates well among the investment community keen to see HTC’s fortunes reenergized,…

Hiding behind NPS because “It sounds about right”…

After two days at [another] customer experience conference I’m getting increasingly disillusioned and disappointed in the telcoms industry that I love. At least 50% of presentations from mobile operators and vendors focused almost exclusively on Net Promoter Score (NPS). This 10 year old measurement technique has become a crutch for the industry; if your NPS is better than your…

The same device for two years?

Who wants to be tied to the same mobile device for two years? Published in today’s Telecom.com (on behalf of WDS, A Xerox Company), my views on the future of the mobile device subsidy and the growing misalignment between operator business models and hardware innovation lifecycles.

Skydrive: A case of mistaken identity

When I first read this headline, I had to check that it wasn’t 1st April.  Could Sky, a television and communications business, really have forced Microsoft to rename its cloud storage solution, Skydrive? My first reaction was one of incredulity (I thought Apple had the market for petty legal attacks in the bag). In its…

Ronan Dunne & O2’s Twitter Engagement

IMHO, Ronan Dunne is one of the few truly genuine CEO tweeters out there. As the CEO of Telefonica O2 in the UK (one of the country’s largest mobile operators) his Twitter contributions range from the performance of the [O2 sponsored] England Rugby team to industry news, the weather and praise for his local dry…

BlackBerry’s device ambiguity

Oh BlackBerry, you do infuriate me. Sometimes I think you forget that you now have two distinct form factors in your line-up. How else can you explain broadcasting device-ambiguous #BB10Tips through your @BlackBerryHelp Twitter account? Some are self-evident; “Swipe down”…ok, that must relate to the Z10 not the Q10/5. But then you get something like……

Is all smartphone photography narcissistic?

In the smartphone camera vs digital SLR debate I’ve come to the conclusion that technical comparisons are irrelevant. For me it’s a question of curation, narcissism and  Starbuck’s Lattes. A post on The Verge about smartphone photography has really got me thinking about this. The sentiment of the piece became overwhelmingly distorted by the reader…

Will the BlackBerry Z10 keep me loyal?

My BlackBerry loyalty is no great secret. I’ve said it before and I’ll say it again, for business use nothing I’ve used comes close to the email management, fast QWERTY keypad  and battery longevity I’ve enjoyed on my loyal (and indestructible Bold 9900). I’m not blind to its faults. I’ll be the first to admit…