Saturday, 19 August 2017

Catch the Right Customers

A Knowledge Network Article: by Jonathan Hopkinson Huawei Technologies
Friday 13 February 15

How to identify, attract and keep the customers which will drive your telecom business forwards Challenging Times Even with modern customer experience management solutions, telecoms find it challenging to design, deliver and assure the optimum experience for each end-user. A “one-size fits all” approach to customer experience delivery is inefficient at best and often harmful. So which users should your business focus on, what do they need and expect from you, and how do you deliver it? In this article we share some consumer research recently conducted by Huawei’s Customer Experience Transformation Center (CETC) which answers these questions for the general case. The answers are quite revealing, with some customer segments much more desirable than others, and each group having distinct priorities. Key customer segments Analysis of over 3000 survey respondents…

How to identify, attract and keep the customers which will drive your telecom business forwards Challenging Times Even with modern customer experience management solutions, telecoms find it challenging to design, deliver and assure the optimum experience for each end-user. A “one-size fits all” approach to customer experience delivery is inefficient at best and often harmful. So which users should your business focus on, what do they need and expect from you, and how do you deliver it? In this article we share some consumer research recently conducted by Huawei’s Customer Experience Transformation Center (CETC) which answers these questions for the general case. The answers are quite revealing, with some customer segments much more desirable than others, and each group having distinct priorities. Key customer segments Analysis of over 3000 survey respondents…

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