Jeroen HOLLESTELLE

Director for Residental Customer Care, Romtelecom, Romania

Karin KORSCHAN

Corporate Communications Manager, Sharp's Central & Eastern European Operation, Austria

“Given the current economical situation customer satisfaction becomes an increasingly important topic in Western as well as in Eastern Europe. Better service does not by itself increase customer retention or loyalty.  Rather, good service is the minimum requirement. Customer retention is all about the customer - and the customer's experience. Even if a product or service is slightly more expensive, purchasers are generally willing to invest in value added to the product or service. We expect more when we pay more.  Customers are a great investment - both before and after the sale. When businesses are committed to providing a positive customer experience, retention improves, referrals improve, and sales increase.”

David PERROTTA

Senior Director Customer Experience and Culture in Marketing, Vodafone, Romania

“The status of future market growth really lies in the communities, data and social media sector. Voice overall has become a commodity, yet there are a number of rural areas where voice growth still lies as being potential. Internet usage within CEE is still considered to be low compared to Western Europe, so this is a definite area for future growth that needs to be supported by instilling trust into our consumers to use this platform.”

Radek ŠTERBA

Vice President Residential Sales, T-Mobile, Czech Republic

"Despite the current economic crisis, emerging markets still have a growth potential in telco industry, especially in data services.  However, all players have to get themselves ready for more complex competitive environment due to rapidly changing demand structure (e.g. fixed-mobile convergence) as well as tougher regulation and increasing pressure on price points."

Vedat Sencer SÖZER

Customer Care Operations Manager, TTNET, Turkey

"It looks like the economic slowdown will be here for a while, and will continue to effect businesses. It is important that you understand what your customers want, studies show that the cost of acquiring a new customer is always more costly than retaining your current customers. Satisfied customers are your way to a bright future, therefore it may be the time to focus on the core go rather than going for more."