Publishing a live, 30 day rolling measure of customer satisfaction on our public website so customers themselves can police our performance.<\/li>\n<\/ul>\n\u201cThis program has worked wonders in transforming our culture, but other telcos might come up with their own programs, that work for them.<\/p>\n
\u201cThe important thing, though, is that the industry as a whole embraces the fact that there is a problem that only it can fix.<\/p>\n
\u201cThe challenge is finding a regulatory response that stimulates this acknowledgement by the industry and starts the ball rolling toward genuine cultural change, without being too heavy handed.\u201d<\/p>\n
Ends<\/p>\n
Contact<\/p>\n
0438121114 or 0402259140<\/p>\n","protected":false},"excerpt":{"rendered":"
The dramatic spike in consumer complaints to the Telecommunications Industry Ombudsman demanded Innovative and imaginative regulation to head off a crisis in confidence as the pace of NBN migration grew, Macquarie Technology Group Executive Luke Clifton said today. \u201cAny initiative to turn around the customer experience across the industry needs to stimulate new thinking in […]<\/p>\n","protected":false},"author":12,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_oasis_is_in_workflow":0,"_oasis_original":0,"_relevanssi_hide_post":"","_relevanssi_hide_content":"","_relevanssi_pin_for_all":"","_relevanssi_pin_keywords":"","_relevanssi_unpin_keywords":"","_relevanssi_related_keywords":"","_relevanssi_related_include_ids":"","_relevanssi_related_exclude_ids":"","_relevanssi_related_no_append":"","_relevanssi_related_not_related":"","_relevanssi_related_posts":"","_relevanssi_noindex_reason":"","footnotes":""},"categories":[92,44,38],"tags":[338,308,41,42,407,408,406],"class_list":["post-11486","post","type-post","status-publish","format-standard","hentry","category-nbn-resources","category-news","category-voice-resources","tag-customer-experience","tag-customer-focus","tag-customer-service","tag-macquarie","tag-nbn","tag-telco-complaints","tag-tio-complaints"],"acf":[],"yoast_head":"\n
New Thinking is Needed to Turn Around Telco Consumer Confidence Crisis<\/title>\n \n \n \n \n \n \n \n \n \n \n \n \n \n \n\t \n\t \n\t \n