TOA’s CTO, Irad Carmi, on the BBC
August 18, 2011 by Yuval Brisker
Very good interview with Irad on the BBC in the Business Section:
Archive for the ‘Customer Service’ Category
British Gas gets a mega-fine for poor customer service
July 28, 2011 by Yuval Brisker
The BBC reported today that British Gas has been fined £2.5m by the regulator Ofgem for the way in which it deals with customer complaints. This is a milestone fine in terms of it’s size – but represents a unequivocal position of zero tolerance by the British regulator for companies that it perceives as providing poor service. Is this the beginning of a trend?
Play to a team’s strengths
July 27, 2011 by Yuval Brisker
One of the best articles written about the operational and customer care revolution that TOA is advocating for and leading was written in the Sunday Times last week. You can read it here.
It’s direct, it’s concise and it gets it. Because for Irad and me, this company and its software solutions have been all about personalization – whether creating personalized work days for each mobile employee – not just a default or generic workday across thousands of employees; whether it’s been treating each customer waiting at home for an installation, service or deliver in a personalized way – respecting their time and providing them information according to their preference not treating customers as if they were an anonymous mass but rather as individual with a life and other priorities. And this is for us the true meaning of ‘social’ in the enterprise…putting back caring into customer care where customers really want it and need it.
Competition – The Pros and Cons
May 10, 2011 by Yuval Brisker
As usual Fred Wilson hits the nail on the head with Competition – The Pros and Cons.
Yes – we are pained sometimes by the existence of competition and we wish they would just go away and let us win already… but the truth is, as Richard Alden, TOA’s EU President (and former CEO of ONO) says – “You need a villain! You always need a villain”.
Richard says that when he as CEO of ONO bought Auna, the other Spanish cable company, removing his most potent and relevant competitor from the marketplace – something was lost.
Why?
Because competition gets our juices flowing, because competition spark so much creative energy in us, it makes us think and motivates us to excel and frustrates us – it makes us reach into the primal depths of our nature – those animalistic survivalist mechanisms that are the warrior in us and helps us fight the excellent fight.
I can’t say that I LOVE the competition – but I can say that I am glad that they are out there – they keep us on our toes, keep us from getting complacent, rally around our brand – and many times they make us look real good.
Many times they help us see our weaknesses better and focus on where we need to get stronger. Like any dialectic, they are that necessary doppelganger that highlights the differences between what is good and not good. And when we see them emulating us and even effacing us – they are another important data point to validation that what we are doing is right!
