The Future of Delivering Unparalleled Customer Service for Mobile Networks

I was in meetings  in one of the top 5 largest telecom markets globally in the past days and witnessed the birth of a new breed in delivering excellent customer service. Just imagine your service provider calling you of a bad experience you encounter before you can complain…. Imagine a world where your experience in using a mobile network is constantly being improved, a world where delivery of data services is so seamless you will never ever have to call customer services to complain. Imagine a world where your mobile network service provider cares more for you than they do on how much money you spend on their network. Imagine the future of connectivity so reliable that you will never ever be out of touch again…

Fortunately for us this future has arrived, soon you will never ever have to complain again since you are confident that every bad experiences you encounter while using mobile internet or your mobile phone are being constantly improved. You will never have to worry again that mobile network operators are tracking your usage and behaviors through hidden probes in the network. You will never have to worry again that every transaction you did with your mobile device is recorded somewhere in the network and are being accessed by someone whom intentions are not known to you. Soon you can use your mobile device with complete ease of mind and complete confidence that the services you use will be seamless and of excellent  quality.

How is this all possible? Not by using hidden recordings or probes that cost a fortune to mobile network operators but by a simply enabling mobile phones to automatically flag bad experiences  the user has encountered without the user having to do anything… This automated bad experience flagging then becomes an input to mobile services provider automated optimization process. This will eliminate the possibility of big brother watching everything since the device will simply send bad experiences and remove the need to monitor every transaction the device  or the user has made.

Losing Michelin star due to bad experiences

I was in a meeting in Copenhagen at Kiin Kiin, known for being the first Thai Restaurant in Europe with a Michelin star. Sure the food was great, absolutely delicious and in that respect it deserves its Michelin star. However is Michelin star now simply limited on how good the food is? And does Michelin star still matters?

Well Michelin star still commands respect, specially in setting higher prices, however there are lots of good restaurants with great food that has no Michelin star such as Sillen & Makrilen in Helsingborg. But what if service is so bad, does a restaurant deserve a Michelin star?

Back to Kiin Kiin, I have been there serveral times and the last two times on meetings the service was atrocious, really, really bad. First there was no fresh young coconut juice, a signature on any good Thai restaurant.. and even no apologies for not carrying it. Secondly the waiters are just so bad in explaining what's in the food. And last time I was there they gave a defective chair that the chair collapse before I can even sit on it.. to my horror and stares of everyone in the restaurant... How can you give your guest a broken chair? They also try to cram so many people in the restaurant that the experience of having a nice dinner is no longer there..

Since Kiin Kiin provides a very bad service and very bad experience that the food starts to taste bad, should they not lose their Michelin star?