Different Strokes to Different Folks
The title of this post is a pretty common phrase used by marketers and businessmen in general, but how much of it is practiced was a debatable issue in the past. But things are not same any more, marketers and businesses have realized its time such theories are put in practice.
Telecom Operators are one of the early adopters of applying this Theory in Practice. Most of the Telecom Operators I have met had this particular thread in common -”How do we ensure the communication channels are used effectively, importantly how the ‘abuse’ can be arrested”.You might be wondering what the word “abuse” is doing in this context.
Well, study shows not-so-high-value customers that move to a new town have the tendency to call the contact-center and talk for no rhyme or reason, this chokes the channel bandwidth and the Telcos have been struggling to arrest this issue. Another kind of customers that abuse the channel are those who can never be satisfied or pleased by the service provider, there are cases where such customers have called more than 27 times in a month to lodge complaints.
One of the leading telecom operators in the United States has reached a stage to wind the latter scenario by running a marketing campaign to the calling customers to stop calling the contact-center OR get ready for a disconnected phone-line. In my opinion, a task that deserves a loud Kudos!