Belgian Data Alliance : media and telecom team up against GAFA
Google and Facebook are the two largest advertising platforms worldwide and they capture most value of the online advertising market. This duopoly is ripping away value from incumbents as brands are shifting advertising budget from incumbents (telecom operators, broadcasters, …) to make deal directly with Google and Facebook. With such a power of negotiation, is it really a surprise that incumbents are joining forces to propose alternative solutions and bring a credible offer on the market?...
O2 and Deutsche Telekom create an innovative customer experience
Choosing a new smartphone, tablet or accessories can really be difficult for most customers. Not only does technology constantly evolve, but you won’t be allowed to actually touch, feel and try real devices in cell phone stores. The risk to get unsatisfied customers is high. Very high. This situation is just unbelievable. Customers about to buy a 500€ device must rely on not trustworthy sales guys and will discover when they are home whether what they...
Does Mobistar follow best practices for complaints management?
Successful business practices regarding the management of customers complaints include the diffusion of the information within the organization. After I reported on my fight against Mobistar, I was wondering whether their most exposed (in terms of visibility) customer service would have been informed. I decided to ask send a tweet to Mobistar’s Twitter account to ask about the warranty for accessories purchased from them. Guess what … same question, same answer, same punition. My take: No...
