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December 12, 2006

Number portability and leadership in the mobile communications market

It is coming, sooner or later, something that telcos might dread - number portability. What does this mean? It means that as a subscriber to a mobile phone company, you are allowed to carry your handphone number to another telecommunications company without losing the number or having to change the number.

You can keep it, basically.

A handphone number is important to subscribers. All customers, friends, relatives will have your number. And the longer you stay with a company, the more you are locked in - you simply don't want to change because it is troublesome to inform all your contacts of your changed number - and some might be forgotten. Customers who want to contact you suddenly can not anymore. That is very often the simple reason that subscribers bear with bad service.

Now, with number portability, the doors are wide open. You can switch anytime a competitor offers an enticing new service or product or you are simply "pissed off" with the service attendant (pardon the language!!).

Companies - Maxis, Celcom, Digi - that are interested in keeping their subscribers need to start preparing for the switch and start embracing their customers in a manner that is unheard of in Malaysia plus constantly roll out services that entice those from competitors.

Interesting times ahead - the question is, how to do this most efficiently? I am sure the technicalities are taken care of but expect huge churn. Apparently, the churn was 60% in Hong Kong and 50% in Finland.

The personal, customer-oriented side is what I am worried about for the telcos - otherwise, the subscribers just walk out of the door.

What better way than learning to build rapport (it had to come, right??). Well, rapport building skills are not only limited to face-to-face contacts but also possible over the telephone. In addition, how great is it to understand a customer's beliefs system quickly, by simply talking to them easily, and then cater to that belief system specifically. How about learning a set of precision questions that really helps to elicit what is on a customer's mind - by entering their map of the world?

All this and more is possible after my training in January/ February 2007!!

Read the brochure to know more and send a mail to nlp AT AsiaMindDynamics.com in case of further questions.

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Posted by Andreas at December 12, 2006 04:30 PM

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