Excellence in customer experience provides an opportunity for differentiation, part 2.
The customer journey is full of opportunities to deliver a better experience, but telecoms continues to perform badly and fails to take advantage of them. Mobile subscribers need better experiences, from onboarding to upgrade – and mobile providers need the systems to deliver them.
Excellence in customer experience provides an opportunity for differentiation, part 1.
The issue of customer experience has become a charged topic that is attracting considerable attention across many industry sectors and verticals. There is growing recognition that personalisation matters and that it extends to the way in which providers deal with their customers.
MNOs and MVNOs should have a symbiotic, mutually beneficial partnership
MVNOs can make a significant contribution to MNO revenues by tapping into new markets, under-served segments and by leveraging their brands. As such, MVNOs should be seen as key strategic partners that can boost revenue while maximising the use of expensive assets. The relationship between MNOs and their MVNOs needs to be symbiotic, creating mutual benefit for each.
Are you getting started as an MVNO – you need to consider the full life cycle.
A key theme at this year’s MVNOs’ World Congress was recognition of the growing need for MVNOs to innovate. In today’s competitive environment, it is no longer sufficient to compete on price. Customers demand more – more service flexibility, more offers, enhanced quality and more. As a result, MVNOs that wish to enter the market and launch offers are challenged from the outset. Not only do they need to launch a compelling offer, they also need to be able to evolve and adapt to ensure that they remain relevant and attractive to their customers.