Once registered, you can:

  • - Read additional free articles each month
  • - Comment on articles and featured creative work
  • - Get our curated newsletters delivered to your inbox

By registering you agree to our privacy policy, terms & conditions and to receive occasional emails from Ad Age. You may unsubscribe at any time.

Are you a print subscriber? Activate your account.


CMO Council finds communications companies fall short on customer service

By Published on .

Palo Alto, Calif.—Communications service providers are falling short when it comes to responding to customer needs, according to a report from the CMO Council.

The report, “Service Invention to Increase Retention,” was based on an online survey of more than 140 marketers in the telco, wireless, cable, satellite, broadcast and Internet service provider industries.

More than half the marketers surveyed said their company's effectiveness in responding to customers' pain points was “not very good.” All but 11% said they need to get better at customer handling and response.

The top customer pain points, according to the survey, are unmet needs and expectations (59%); product and service usability (43%); billing errors (40%); and quality of service (32%).

Most Popular
In this article: