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Customer Experience Management Key to Mobile Services Differentiation

By Susan Campbell

The mobile broadband services market has become almost hyper-competitive globally. And, it has become increasingly clear that providing superior quality of experience (QoE) to customers, end users as well as third parties, will likely be a (if not the most) critical element in creating sustainable and profitable differentiated value. As a result, mobile service provider investment attention needs to be focused not just on delivering speeds and feeds but also on all aspects of QoE. A holistic approach for concentration on customer care¸ such as the Alcatel-Lucent portfolio of Motive Customer Experience solutions, fits the needs for making sure the best possible user experiences can be provided, monitored and constantly improved.  

Why customer care, and why a comprehensive approach?

The reason is that a holistic approach to customer care is a fundamental tool for reducing vital churn rates. The bottom line is the bottom line here. Service providers (SPs) have the opportunity to make better use of the subscriber and network data to help not only make customers more loyal but also improve average revenue per user (ARPU) based on establishing a relationship that customers view as more “trusted.”  In fact, if done correctly, they can leverage the provisioning of compelling customer experiences into a powerful tool for making satisfied customers enthusiastic brand advocates.

Utilizing Mobile Smartloading to Offload Peak-Time Bandwidth Demand

By Susan J. CampbellHow important is it to offer multi-screen services? Consumers want real-time access to information and entertainment through rich content delivery on a number of different devices. If their service provider cannot provide the same rich content on...

Content is King: Choosing the Right Partner Ecosystem to Create High Value Multimedia Services

By Susan J. CampbellFor those network operators hoping to drive revenue and profits in this new market, the primary focus must be on rich, quality content delivered whenever and wherever the customer demands it. An inability to do so is...

Keeping Pace with User Needs: Five Trends for Telco Providers

The days of status quo service are long over. Today, network operates need to stay innovative to adequate meet user expectations when it comes to services and quality. As consumers and end-users, alike, increasingly crave high-bandwidth content and better services, service providers need to evolve their strategy and change their business models to meet those needs.
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