Uncovering the Key to
Subscriber Loyalty and Retention
Webinar On Demand: Uncover the Key to Loyalty and Retention
Service providers - whether wireline, wireless, cable or satellite - are faced with increased competition, unprecedented churn, and a growing need to help subscribers understand more complex services, devices, and pricing bundles - all while managing costs.
How can providers differentiate themselves from one another, and improve customer retention and loyalty?
The answer: by providing an exemplary customer experience.
This webinar will present case studies that demonstrate best practices and actionable advice for providers to deliver a customer experience that exceeds customer demands and drives improved retention and loyalty.
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Convergys researched how the customer experience is viewed by customers, employees and executives. The surveys found that customer service is the key to customer loyalty:
- Over 67% of subscribers value first call resolution & knowledgeable agents the most
- More than 41% will stop doing business with a company without telling the company why -but they will inform their friends and neighbors
Date Aired: |
Thursday, June 25, 2009 |
Speakers: |
Ryan Pellet, Vice President, Convergys Center for Applied Analytics |
Moderator: |
Igor Sarenac, Vice President, Business Development, Convergys |
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Speaker Biographies
Ryan Pellet is Vice President of the Convergys Center
for Applied Analytics. He is responsible for the management of Convergys'
portfolio of standardized professional and consulting service offerings.
Prior to his current assignment, he held a number of executive positions
with Convergys, including vice president of business intelligence
and vice president of professional services for the Customer Management
line of business.
Before joining Convergys, Ryan founded the Finali Professional Services
Group before its acquisition by Convergys, and also served as a founding
contributor to Accenture's global customer relationship management
practice.
Ryan earned his bachelor's degree in marketing, finance, and international
business from the University of Colorado at Boulder.
Tom Antunes is responsible for client relationship management and satisfaction and has overall profit and loss responsibility for several communications industry client programs.
Prior to his current position, Antunes was vice president of product marketing, business development for Convergys' Information Management line of business. Previously, he was global vice president for product and industry marketing.
Before joining Convergys, Tom was area vice president for Lucent Technologies' Enterprise Networks Group. He has also held positions with Octel Communications and AT&T.
Antunes earned a bachelor's degree in science at Rider University and a master's degree in business administration from Fairleigh Dickinson University.
For more information on how we can help to transform your business, please call +1 800-235-8030, or e-mail marketing@convergys.com.
