Why Telecoms is clueless about the customer
This time it’s IBM (of all people) claiming we are clueless about consumer needs. Their latest research shows that our industry’s number one priority is network coverage, above and beyond customer service.
Network coverage (52 percent)
Customer reach (45 percent)
Customer knowledge (22 percent)
Customer service (16 percent)
Ease of use (11 percent)
Device control/management (8 percent)
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