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A Winning Play With Today’s Tech

A Winning Play With Today’s Tech. Omer Barbaros Yis Customer Loyalty Director, TTNET. We are evolving but have we become mature yet?. Big data. Selling data. Pattern recognition. Campaign automation. Targeted campaigns. Little to no targeting. Early times. Mostly conquered.

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A Winning Play With Today’s Tech

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  1. A Winning Play With Today’s Tech Omer Barbaros Yis Customer Loyalty Director, TTNET

  2. We are evolving but have we become mature yet? Big data Selling data Pattern recognition Campaign automation Targeted campaigns Little to no targeting Early times Mostly conquered Questions of now

  3. Surely, the allure of Big Data is tangible…

  4. …but there’s a lot of play left with "little data" too

  5. Be more responsive to what customers say aloud %85 Calls CC, signals churn intention Do Cancels in 1 month • First contact retention • Flag for later follow up

  6. Mine contextualizing information What has driven your DSL purchase? It’s mainly for my father Do • Define "golden info" to know • Integrate info to offer scripts Killer info to create the context for Tablet cross-sell offer later

  7. "Thou shalt trigger an offer… today" Same day Next month Get X package, so you don’t pay excess data fees Too bad you paid that. Get X package so next time… Do • Create basic upsell triggers • Emphasize context in scripts

  8. Take a detailed "no" for an answer • If you commit to a 24 month plan… • No. I don’t like long plans and commitment Do • Prevent repeat of rejected offer types • Make it a profile attribute Prevents commitment offers for at least 6 months. Other offers directed to customer

  9. Don’t wait for complaints Freebie to mend the relationship • Above average call drops • Reduced connection speed Do • Define service level triggers • Establish auto resolution • Don’t hold back freebies Auto initiate fault resolution

  10. So why wait? There can be even more examples. But they all illustrate a common pattern: Don’t miss today’s wins Develop the team Create the right culture Fix existing processes

  11. Thank You

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