Lebara Mobile knows that when its customers purchase a new SIM card, it is easy to switch to an alternative. When switching is so easy, every customer contact is treated as a once-in-a-lifetime opportunity to create a brand advocate. Lebara uses customer experience management techniques to create a strong connection with its customers. Everything from the way the customer is greeted to the connection that is formed during the call—and the free rein given to staff to help their customers with just about any problem—has led to Lebara’s award-winning status as one of the best contact centers in Europe.
The autonomous customer is a major trend in customer communications first identified by BT Group PLC and Avaya in 2010. With politicians, academics, the media, and business leaders all underlining the rapid pace of change in modern life, BT and Avaya carried out an update to the research from 2010 in order to discover how consumer attitudes and behaviors are changing when it comes to customer contact.