Motive Customer Experience Solutions tag
6 result(s) displayed for Motive Customer Experience Solutions (1 - 6 of 6):
Self-service to one degree or another has been present since the rise of the web. However, customers are increasingly choosing self-service because they feel more empowered and it is often perceived to be an easier interaction than dealing with a live person. The rise of the smartphone also has increased the use of self-service.
In fact, as explained by Jessica Verbruggen, Integrated Marketing Assistant at Alcatel-Lucent Motive, in a recent TechZine article, Empowering Autonomous Customer Self-Care, self-service can be a win-win for customers and communications service providers (CSPs).
By: Peter Bernstein, TMCnet Senior Editor
No matter where one looks these days, be it in enterprises or service providers, there can be no disputing that enhancing the customer experience has become a top, if not along with security the top, C-level concern.
Indeed, from burnishing the brand to enhancing customer loyalty, having permission to upsell and getting early visibility on new opportunities the customer experience (CX is now the short appellation) has become a cross line-of-business preoccupation and priority. This has meant business units’ increased attention on listening to, analyzing and reacting upon needs arising from the “voice of the customer” (or certainly knowing more about their service usage behavior), and IT department focus on providing the tools necessary to support these requirements.
It has also meant that businesses of all sizes and vertical markets are changing their views on what it takes to have a better understanding of the customers. This means using new metrics for success. It also has highlighted the realization that you need to look at life cycle management of customers, i.e., as the headline says it is no longer about the destination in the form of a sale but is about assuring optimization of what has been popularized as “The Customer Journey.”
Ultimately, what it has also meant is that organizations need not only the tools, skills and strategies to optimize the customer journey but also need to be able do so quickly. The reasons are obvious but worth repeating. Competitors are becoming more nimble and customers armed with better real-time information themselves have become more fickle. Time is of the essence.
Illustrative of an area where there is, or certainly should be, a sense of urgency regarding having all of the capabilities to optimize the customer journey is in the global mobile services business. This is a sector rife with competition and susceptible to high churn rates. The good news is that the information that resides in the network and various lines-of-business (LOBs), when properly mined, analyzed and acted upon can give service providers more satisfied customers and a competitive edge.
The question is, where are the places to go to get the information and tools needed? The answer can be seen in a recent Alcatel-Lucent webinar, “LTE, It’s Not About the Destination, but the Journey,” which is embedded in its entirety below.
Churn can be a costly problem for service providers, particularly when it gets up into the high double-digit percentages. And that’s exactly what can happen when customers are less than satisfied with their communications services. In fact, it has been estimated that churn is 89 percent for subscribers who have a poor customer experience.
But there is an answer.
By Peter Bernstein, TMCnet Senior Editor
For those who follow the mobile industry closely, you know that mobile service providers (MSPs) are constantly on the watch for tools that will enable them to gain a competitive edge. You are also aware from TMCnet’s coverage of the space mobile device management (MDM) is increasingly be viewed as an invaluable tool for MSPs to get better visibility into what is going on end-to-end with their customers enabling them to provide an enhanced, simpler and more customized customer experience as well as facilitate the roll out of LTE services.
One such capability that increasingly is gaining traction with MSPs around the world is Alcatel-Lucent’s Motive portfolio of Customer Experience Solutions. And, the efforts of the Motive team have not gone unnoticed. In fact, Alcatel-Lucent was recently honored with two industry awards in recognition of the work being done to help service providers forge stronger and more valuable customer relationships:
By: Susan Campbell
Mobile service providers throughout the world are in an interesting competitive situation. The service provided is becoming a commodity by consumers. This means that true differentiation in this market going forward will be driven by customer experience transformations, such as those enabled by Alcatel-Lucent’s portfolio of Motive Customer Experience Solutions, as traditional approaches prove to be increasingly ineffective.
Market realities today are that consumers tend to avoid brand loyalty when considering services delivered and even price points when there is little differentiation. As a result, mobile service providers by competitive necessity must pay particular attention to establishing exceptional customer experiences if they hope to achieve business success. The focus must be on building trust with customers over time and increasing customer perceptions of the value of the customer experience, rather than leveraging services and products.
Alcatel-Lucent s recently shared its view on this in a piece entitled, “Customer Experience Transformation: The Mobile Customer Experience Imperative.” It highlights these market changes and what service providers need to be thinking about in order to be correctly positioned for success.
Greg Owens, Director, Customer Experience Solutions Marketing, Alcatel-Lucent
Customers have growing expectations for mobile broadband services. Better networks, broader device support, ubiquitous connectivity and competitive prices remain essential, but they’re no longer enough to keep customers coming back for more. Today’s mobile customers demand a superior customer experience, one that focuses on making it easy to discover, use and enjoy applications, devices and services.
Service providers are feeling the pressure to deliver on these expectations.
A renewed focus on QoE
Rising smartphone use is thrusting quality of experience (QoE) back into the spotlight. Smartphones appeal to users because they promise easy access to e-mail, apps, social networking and video. But smartphones have hidden complexities. Many users struggle with smartphone setup, app configuration, usage tracking and connectivity.
The end result is that smartphone users are turning to service providers more often — with problems that take more time to resolve.