Why customer experience is at the heart of what we do
At Colt we’re proud of the customer experience (CX) we offer and continually working to improve this is something we take seriously. Everyone in the business has objectives relating to our Net Promotor Score (NPS) and although there’s still work to do, we’re well ahead of the industry.
Delivering this requires support from the whole businesses – so it’s surprising that in recent research, Analyst firm Forrester found that for 86% of CX professionals, the return on investment (ROI) of CX isn’t well established in their organisation. Without this it’s impossible to get support for CX initiatives and it’s the customers who will suffer.
With both digital transformation and customer digital habits on the rise, enterprises must keep up with ever evolving expectations.
The problem for the telecoms industry is that it’s rare for people to really love their network operator, which is why we’re really proud that Colt is one of the few with a positive Net Promotor Score (NPS) – an industry-standard measure of customer satisfaction, marked out of 100.
According to SatMetrix, the EU B2B cross sector average is just 15 and that drops to 4 in the telco sector, with many recording a negative score. As of Q2 2018, Colt scored an industry leading 47 for our customer relationships.
The benefits of this are clear. A good customer experience can translate into higher customer retention; faster revenue growth; the ability to command a price premium; lower operating costs; less regulatory pressure; and more engaged employees.
A key part of achieving this comes from listening to our customers and taking the time to understand the challenges they’re facing. One way in which we do this is through Innovation Workshops. These take part in the early stages of an engagement and bring together multiple stakeholders with Colt experts, in order to fully understand the wider business problems and how we can use technology to solve them. This means we’re providing more than just technology – we’re helping customers with their business objectives.
Our vision is to be the most customer oriented business in our industry and our mission is to enable organisations digital evolution through agile and on demand, high bandwidth solutions. We want to go over and above what our customers expect from a best in class enterprise and telco partner. We’re already well ahead of our industry, but know we can do even better.
Tim Cook is a Director – Digital Transformation at Colt Technology Services.
 Fourteen Hacks For Your CX Business Case, September 2018 Forrester blog post by Maxie Schmidt
Service Matters. So Colt looked at what drives different aspects of NPS and then broke NPS down into its constituent parts and built a programme of work to determine which levers it needed to pull to make a difference to each of those components. …