Ep 19 – Double your ARPU with customer ❤️❤️❤️

Last week I did a kickass talk and Q&A as part of Mobile World Live Themed Week. It was all about how telcos are network people, not customer people, and how that’s holding them back. For every tech company like Netflix or Uber that’s killing it when it comes to customer care, there’s a telco making subscribers cry their way through a crappy user experience.

This has gotta stop. It’s bad for customers and bad for the bottom line. And telcos, the secret to making subscribers love you is right in front of you. Your most valuable asset, your network, could help you deliver a personalized experience that will leave them with hearts dancing in their eyes – while your business enjoys 50%+ growth in ARPU.

I believe so strongly in this vision that I’ve turned my MWL talk into a podcast episode to share it with the world. (There’s also a link to the original video version below. You should totally watch the Q&A portion because it is FREAKING HILARIOUS. I like the part where I tell MWL publisher Justin Springham that people should throw away their Amdocs shit.) Listen now to hear:

  • Why striving to be better than your competitors is a lousy barometer [4:16];
  • What tech companies are doing right when it comes to customer love [5:27];
  • How becoming customer-centric can double your ARPU – without doubling your CapEx [6:32]; and
  • How a public cloud startup called Totogi can help [9:11].

Here’s a podcast episode we released a few months ago that introduced Totogi as “the new ant at the picnic.” Totogi is poised to help telcos leverage their network interactions to become truly customer-centric, and boost customer loyalty and revenue in the process. A few weeks from now, you’ll be able to see Totogi in action at MWC21.

Intrigued? Curious? I hope so! Listen now, and then book your flight to Barcelona so we can talk about all of this in person.

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The Telco in 20 podcast won a 2022 Gold Hermes Award and was recognized on Forrester’s 2021 list of the Top 100 Channel Podcasts and Feedspot’s Top 10 Telecom Podcasts list.

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Podcast Credits

  • Executive Producer and Host: Danielle Rios Royston, TelcoDR
  • Executive Producer: Kristin Donelson, OneLouder Marketing
  • Senior Producer: Lindsay Grubb, TillCo Media
  • Editor/Producer: Alisa Jenkins Wilson, Springboard Marketing
  • Audio Editing: Andrew Condell
  • Music: Dyami Wilson

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