This was startling (true but I haven’t seen it in print before):
“I used to work for a large telecoms company and my impression of the industry at the time was that it was inward-looking, focused always on internal politics, cutting costs and earning more profits. Providing customers with a better experience was not on the company’s radar.” [source]
Just a reminder (from same source): Helping Customers in a Crisis Starts with Communication
Outage updates, maps or service restoration schedules are helpful to customers along with clear, concise communications. There are a number of media available including the corporate website, twitter, Facebook, email, Instagram and SMS/text.
We have outages all the time. The inward looking of just focusing on the outage and repair doesn’t help the customers left in the dark.
CX = Customer Experience
I often hear how it is “Our People” that make our company special. Well, at least one of those people should be in charge of communicating with your customers during an outage or disaster.
Put a plan in place for an outage or disaster. It seems from the last couple of months that either one is likely to occur. Be prepared.
CX also equals word-of-mouth (WOM) and retention (less churn).