Consumer perceptions of telecoms billing 2017
Delivering the customer centric bill
As communications service providers (CSPs) turn to customer experience as the key differentiator in increasingly competitive markets, attention has once more returned to telecoms billing. Not only are bills a key part of CSPs’ revenue management processes, but they’re also an essential element and touchpoint in their relationship with their customers.
In this paper, Brite:Bill presents the findings from its annual global study of telecoms consumers – revealing what they think about their current billing experience and what they would like to see changed or improved.
The paper is essential reading for billing managers and BSS staff, but also for everyone involved in creating a better customer experience, or those interested in improving their company’s business performance delivering the customer centric bill.
Brite:Bill conducted this study in August 2017, sampling 3236 consumer customer across eight countries (UK, US, Ireland, Canada, France, Germany, Italy and Brazil).
Transforming the billing experience
The Digital Economy is touted as the land of opportunity. For telecom service providers, however, it has heralded an era of hyper-competition that has eroded the value of traditional services and plunged them into unknown territory.
Barriers to entry have lowered, alternatives are abundant, prices are easily compared and commoditized, change is continual, and customers are both more demanding and more willing to churn.
The result is a consumer-centric ‘Expectation Economy’, where customer experience is the new battlefield for both differentiation and loyalty. Thriving in such an environment means rethinking how telecoms firms do business and harnessing all available tools and touchpoints to deliver competitive advantage.
As communications service providers (CSPs) evolve into digital service providers (DSPs), the question is: ‘what does this mean for the humble bill?’
The answer is that it too is transforming: from a hated thud on the carpet into a digital communication that is both more powerful and more engaging.
This report focuses on how DSPs can transform their billing experience to meet the needs of digital customers, thereby delivering much-needed differentiation and competitive advantage.
What do consumers really think about their phone bills?
Consumer perceptions of telecoms billing 2017 survey results show its time to re-invent billing communications from a negative, stressful experience into a useful interesting experience that shows the value they are receiving.
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