"Hildreth said his interest in customer experience was piqued at the start of his career, when he worked as a tech support representative in a call center. In that role, he was advised by his supervisors to be dishonest with customers. "One time, I asked, 'Why do we transfer people to cancel their service? I can do that right here.' And [my supervisor], deadpan, looked at me and said, 'If you switch them to a different queue and put them on hold, there's a 14% chance they will hang up and pay another month of service.' And I was like, 'Oh my goodness, how do these people sleep at night?'""
"He said he discovered, early on, that people generally don't know the specifics of the technology used to deliver their internet service. "[We are going to] sell internet. It doesn't matter if it's open access, fiber, it doesn't matter if [we] own the fiber, it doesn't matter if it's fixed wireless - it doesn't matter. I'm selling an experience to someone. And it's [our] job to make that experience as good as it can be.""
Intellipop, a Payson, Utah broadband provider, doubled its internal team and nearly tripled its subscriber base through a focus on customer experience. The founder's early call-center career included supervisors encouraging dishonest retention tactics, prompting a deliberately opposite approach when building the company. Customer experience priorities include accountability, ownership of problems, honesty, and educating customers on improving service. The company positions internet as an experience regardless of underlying technology—fiber, fixed wireless, or open access—and emphasizes optimizing that experience. An online ordering system powered by gaiia was implemented to remove barriers and streamline customer acquisition.
Read at Telecompetitor
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