Your customers’ expectations are rising.
Is your ability to deliver rising too?
Competitive pressure is increasing
Even as new services and means of consuming TV are introduced, subscribers expect consistently high picture/audio quality. This situation is more important as VoD/HD/Interactive services come on line and subscribers pay directly for access to content. Also content providers are especially sensitive about Premium content and its quality.
Can you detect the customer experience now?
Even though the living room is the place where the services are consumed, broadcasters have no accurate measure of a customer’s experience. If there is a fault in the service or an error in broadcast, only 5% of customers who experience a fault will alert the broadcaster.
The impact of good, and bad, service
Even when unhappy customers complain, the call centre staff cannot differentiate between those issues affecting one customer, many customers, or all customers. Also the company cannot identify customers receiving good service and so who should be upsold to. Consequently all customers are assumed to be happy unless they complain.
This leads to:
- High call centre volumes
- Unnecessary truck rolls
- Unnecessary STB swaps
Change from reactive to proactive
In this scenario broadcasters are essentially behaving reactively. MiriMON® allows you to be pro-active. It allows you to measure Service Delivery and prioritise your responses:
- Identify and contact unhappy customers before they call you
- Identify and contact unhappy customers who otherwise wouldn’t call
- Identify and contact “dormant” customers and encourage them to use the service
- Identify and contact happy, active customers and attempt to upsell