02-08-2007
ISPs are competing in a global market and must always be a step ahead of their competitors.
A recent article in PC World highlights the need for ISPs to consider the usability of their transactional applications. In fact, their whole business needs to take a good look at customer experience.
Ask yourself - what are the cross sell and up sell opportunities and are customers aware of the other services you provide? How do the various channels interact and what kinds of issues create calls to your call centre [read: frustrate your customers]?