{"id":7223,"date":"2014-05-08T13:35:22","date_gmt":"2014-05-08T17:35:22","guid":{"rendered":"http:\/\/mhgoldberg.com\/blog\/?p=7223"},"modified":"2014-05-08T19:38:11","modified_gmt":"2014-05-08T23:38:11","slug":"it-pays-to-be-nice","status":"publish","type":"post","link":"https:\/\/mhgoldberg.com\/blog\/?p=7223","title":{"rendered":"It pays to be nice"},"content":{"rendered":"

Two different indicators of telecom customer service excellence came across the wires this morning – unrelated companies releasing data that point to the same conclusion: it pays to invest in customer service.<\/p>\n

Data point number one: TELUS released its quarterly financials<\/a>, which included an objective key performance indicator of customer satisfaction: churn. What percentage of customers cancel their service each month? This past quarter, TELUS achieved a 0.99% churn among its post-paid wireless customers, an improvement of 12 basis points. Contrast this with Bell’s reported<\/a> 1.24% (an improvement of 1 basis point) and Rogers’ reporting<\/a> of 1.20% (an improvement of 2 basis points).<\/p>\n

Data point number two was the release of The 2014 Canadian Wireless Total Ownership Experience Study<\/a> from JD Power. JD Power ranked customer satisfation highest at Sasktel, for the second year in a row. Among the major 3 carriers, TELUS scored 717, compared to Bell at 688 and Rogers with 674.<\/p>\n

Does it pay to invest in customer service? The National Post report on TELUS financials carried a headline of “Telus Corp captured almost 60% of net new cellphone contracts in Q1<\/a>“.<\/p>\n

When pricing for many basic plans appears to be similar, customer service can be a significant competitive differentiator.<\/p>\n

There will be a session looking at Customer Experience Management at The 2014 Canadian Telecom Summit<\/a>, exploring these issues and more.<\/p>\n

\n\n\n\n\n
Customer Experience Management
\n<\/strong>
\nTuesday June 17, 2014: 2:15 pm<\/td>\n<\/tr>\n
\n\n\n\n\n
\"\"<\/td>\nMark Beliveau<\/b>\u00a0(moderator<\/em>)
\nVP, Intelligent Business Operations, NA
\nSoftware AG<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n
\n\n\n\n
\"\"<\/td>\nShannon Bell<\/b>
\nVP of Business, Customer Management Division
\nAmdocs<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n		\n\n\n\n\n
\"\"<\/td>\nJoe Grech<\/b>
\nSVP, National Customer Solutions Delivery
\nTELUS<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n
\n\n\n\n
\"\"<\/td>\nRene Sotola<\/b>
\nVP, Global Communications, Mobility & IoT
\nCGI<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n		\n\n\n\n
\"\"<\/td>\nMichael Strople<\/b>
\nPresident
\nAllstream<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n

It is an outstanding panel with leaders who are delivering excellence in customer service.<\/p>\n

The Canadian Telecom Summit<\/a> takes place June 16-18 in Toronto. Register before May 15 and save more than $250.<\/p>\n","protected":false},"excerpt":{"rendered":"

Two different indicators of telecom customer service excellence came across the wires this morning – unrelated companies releasing data that point to the same conclusion: it pays to invest in customer service. Data point number one: TELUS released its quarterly financials, which included an objective key performance indicator of customer satisfaction: churn. What percentage of …<\/p>\n

It pays to be nice<\/span> Read More »<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_uag_custom_page_level_css":"","two_page_speed":[],"footnotes":""},"categories":[1],"tags":[],"class_list":["post-7223","post","type-post","status-publish","format-standard","hentry","category-uncategorized"],"yoast_head":"\nIt pays to be nice • Telecom Trends<\/title>\n<meta name=\"description\" content=\"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mhgoldberg.com\/blog\/?p=7223\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"It pays to be nice • Telecom Trends\" \/>\n<meta property=\"og:description\" content=\"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014\" \/>\n<meta property=\"og:url\" content=\"https:\/\/mhgoldberg.com\/blog\/?p=7223\" \/>\n<meta property=\"og:site_name\" content=\"Telecom Trends\" \/>\n<meta property=\"article:published_time\" content=\"2014-05-08T17:35:22+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2014-05-08T23:38:11+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg\" \/>\n<meta name=\"author\" content=\"Mark\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@mark_goldberg\" \/>\n<meta name=\"twitter:site\" content=\"@mark_goldberg\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Mark\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223\"},\"author\":{\"name\":\"Mark\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#\\\/schema\\\/person\\\/7a2b80bac06ee3d5cacca8c7708bfe8f\"},\"headline\":\"It pays to be nice\",\"datePublished\":\"2014-05-08T17:35:22+00:00\",\"dateModified\":\"2014-05-08T23:38:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223\"},\"wordCount\":294,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#primaryimage\"},\"thumbnailUrl\":\"http:\\\/\\\/www.gstconferences.com\\\/pipelines\\\/resource\\\/594_3P4L948PHW1C0ZDKLASQ.jpg\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223\",\"url\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223\",\"name\":\"It pays to be nice • Telecom Trends\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#primaryimage\"},\"thumbnailUrl\":\"http:\\\/\\\/www.gstconferences.com\\\/pipelines\\\/resource\\\/594_3P4L948PHW1C0ZDKLASQ.jpg\",\"datePublished\":\"2014-05-08T17:35:22+00:00\",\"dateModified\":\"2014-05-08T23:38:11+00:00\",\"description\":\"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?p=7223#primaryimage\",\"url\":\"http:\\\/\\\/www.gstconferences.com\\\/pipelines\\\/resource\\\/594_3P4L948PHW1C0ZDKLASQ.jpg\",\"contentUrl\":\"http:\\\/\\\/www.gstconferences.com\\\/pipelines\\\/resource\\\/594_3P4L948PHW1C0ZDKLASQ.jpg\"},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/\",\"name\":\"Telecom Trends\",\"description\":\"A Canadian perspective on trends in telecom\",\"publisher\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#organization\",\"name\":\"Mark H Goldberg & Associates Inc.\",\"url\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/mark_logo_png.png\",\"contentUrl\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/mark_logo_png.png\",\"width\":3484,\"height\":1444,\"caption\":\"Mark H Goldberg & Associates Inc.\"},\"image\":{\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/x.com\\\/mark_goldberg\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/mhgoldberg.com\\\/blog\\\/#\\\/schema\\\/person\\\/7a2b80bac06ee3d5cacca8c7708bfe8f\",\"name\":\"Mark\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g\",\"caption\":\"Mark\"},\"description\":\"Mark Goldberg has more than 40 years of international experience in strategic planning, managing, designing and implementing telecommunications carrier networks.\",\"sameAs\":[\"http:\\\/\\\/www.mhgoldberg.com\",\"https:\\\/\\\/x.com\\\/mark_goldberg\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"It pays to be nice • Telecom Trends","description":"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/mhgoldberg.com\/blog\/?p=7223","og_locale":"en_US","og_type":"article","og_title":"It pays to be nice • Telecom Trends","og_description":"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014","og_url":"https:\/\/mhgoldberg.com\/blog\/?p=7223","og_site_name":"Telecom Trends","article_published_time":"2014-05-08T17:35:22+00:00","article_modified_time":"2014-05-08T23:38:11+00:00","og_image":[{"url":"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg","type":"","width":"","height":""}],"author":"Mark","twitter_card":"summary_large_image","twitter_creator":"@mark_goldberg","twitter_site":"@mark_goldberg","twitter_misc":{"Written by":"Mark","Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223#article","isPartOf":{"@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223"},"author":{"name":"Mark","@id":"https:\/\/mhgoldberg.com\/blog\/#\/schema\/person\/7a2b80bac06ee3d5cacca8c7708bfe8f"},"headline":"It pays to be nice","datePublished":"2014-05-08T17:35:22+00:00","dateModified":"2014-05-08T23:38:11+00:00","mainEntityOfPage":{"@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223"},"wordCount":294,"commentCount":0,"publisher":{"@id":"https:\/\/mhgoldberg.com\/blog\/#organization"},"image":{"@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223#primaryimage"},"thumbnailUrl":"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg","inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/mhgoldberg.com\/blog\/?p=7223#respond"]}]},{"@type":"WebPage","@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223","url":"https:\/\/mhgoldberg.com\/blog\/?p=7223","name":"It pays to be nice • Telecom Trends","isPartOf":{"@id":"https:\/\/mhgoldberg.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223#primaryimage"},"image":{"@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223#primaryimage"},"thumbnailUrl":"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg","datePublished":"2014-05-08T17:35:22+00:00","dateModified":"2014-05-08T23:38:11+00:00","description":"Two different indicators of telecom customer service excellence came across the wires this morning - unrelated companies releasing data that point to the • May 8, 2014","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/mhgoldberg.com\/blog\/?p=7223"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/mhgoldberg.com\/blog\/?p=7223#primaryimage","url":"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg","contentUrl":"http:\/\/www.gstconferences.com\/pipelines\/resource\/594_3P4L948PHW1C0ZDKLASQ.jpg"},{"@type":"WebSite","@id":"https:\/\/mhgoldberg.com\/blog\/#website","url":"https:\/\/mhgoldberg.com\/blog\/","name":"Telecom Trends","description":"A Canadian perspective on trends in telecom","publisher":{"@id":"https:\/\/mhgoldberg.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/mhgoldberg.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/mhgoldberg.com\/blog\/#organization","name":"Mark H Goldberg & Associates Inc.","url":"https:\/\/mhgoldberg.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/mhgoldberg.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/mhgoldberg.com\/blog\/wp-content\/uploads\/2021\/02\/mark_logo_png.png","contentUrl":"https:\/\/mhgoldberg.com\/blog\/wp-content\/uploads\/2021\/02\/mark_logo_png.png","width":3484,"height":1444,"caption":"Mark H Goldberg & Associates Inc."},"image":{"@id":"https:\/\/mhgoldberg.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/x.com\/mark_goldberg"]},{"@type":"Person","@id":"https:\/\/mhgoldberg.com\/blog\/#\/schema\/person\/7a2b80bac06ee3d5cacca8c7708bfe8f","name":"Mark","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/351a7c78c378da7db6aac956985487573ab74c25cb83c460c715fa6d0fcfa7d2?s=96&d=mm&r=g","caption":"Mark"},"description":"Mark Goldberg has more than 40 years of international experience in strategic planning, managing, designing and implementing telecommunications carrier networks.","sameAs":["http:\/\/www.mhgoldberg.com","https:\/\/x.com\/mark_goldberg"]}]}},"uagb_featured_image_src":{"full":false,"thumbnail":false,"medium":false,"medium_large":false,"large":false,"1536x1536":false,"2048x2048":false,"tenweb_optimizer_mobile":false,"tenweb_optimizer_tablet":false},"uagb_author_info":{"display_name":"Mark","author_link":"https:\/\/mhgoldberg.com\/blog\/?author=1"},"uagb_comment_info":0,"uagb_excerpt":"Two different indicators of telecom customer service excellence came across the wires this morning – unrelated companies releasing data that point to the same conclusion: it pays to invest in customer service. Data point number one: TELUS released its quarterly financials, which included an objective key performance indicator of customer satisfaction: churn. What percentage of…","_links":{"self":[{"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/7223","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=7223"}],"version-history":[{"count":0,"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=\/wp\/v2\/posts\/7223\/revisions"}],"wp:attachment":[{"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=7223"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=7223"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mhgoldberg.com\/blog\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=7223"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}