A new African roaming alliance leads the way
“In Africa,” said Bill Clinton several years ago, “for every million new mobile subscribers a country will add one percent to its GDP.” “In my country,” said the head of BSS for Vodafone Nigeria...
View ArticleCustomer service needs common sense not aggression
It is one thing to do an exit interview, in order to gain feedback from unhappy customers. They are, after all, more likely to be honest and therefore the information is more likely to be of real...
View ArticleMillennials help boost online bill payment
We know that the younger generation of adults, whether you call them Generation Y or Millennials, is the force driving a lot of changes in technology. Whether it’s social media, texts replacing email...
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Customer service – how important is your call?
“Your call is important to us, please hold for the next available adviser.” This is normally the start of a frustrating period (anywhere from five to fifty minutes) when you start wondering just how...
View ArticleGreat customer service, without moving your lips
We are definitely of the school, some would call it old, that believes that good customer service is based around being able to have a conversation with someone who can help. This remains the case, but...
View ArticleDo not hide extra costs in the small print – ever
It is early evening in the sitting room above the BillingViews shop. Autumn is turning the daylight off ever earlier. Drinks have been poured, satisfied, end of the day, sighs have been sighed and the...
View ArticleA dystopian future filled with bank branches?
Recently The Economist published an article on Metro Bank and its strategic focus on bank branches. We hear much about the death of the branch but here is a bank building its entire strategy around the...
View ArticleReal customer feedback means asking the right questions
The BillingViews gang descended on London recently for the IIR Pricing Data and BSS conference. They needed a hotel, and being careful with their pennies, they looked around. Hotels were ridiculous...
View ArticleMobile payments cross digital divide
It is often the quiet ones that make the biggest steps. And Bango is not necessarily a company you would think of when reviewing a list of billing companies. The company has teamed up with Cardmobili,...
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The 2014 Embarrassing Customer Service Awards
It was wide open. But at the last moment a complete outsider raced up the inside rail and took it. The coveted (or not) BillingViews Award for embarrassing customer service is announced. A strong...
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