Excellence in customer experience provides an opportunity for differentiation, part 3
Excellence in customer service depends on being able to help your customers efficiently, through automation and through tailored, relevant responses, backed by an engaged and empowered team. If your branded MVNO doesn’t meet expectations created by the brand, it risks being seen as irrelevant. In the final part of this series, we explore key tactics to help achieve excellence.
Roam Like at Home means you may have to rethink and rebuild roaming partnerships
Roam Like at Home brings many benefits to consumers – but it raises challenges for MVNOs. They need to be able to take more control of their roaming agreements and to build partnerships to serve the most popular destinations. This means that MVNOs need the operational flexibility to establish new agreements and the platform to support new roaming solutions.
Digitalk to present at MVNOs Europe, 2017.
Paul Bassa explains how Customer Lifecycle Management and Value Maximisation can boost subscriber retention and reduce churn.
Looking ahead to MVNOs’ Europe 2017 - targeting multiple markets means MVNOs must streamline operations and capitalise on automation to support local differentiation.
Understanding local markets is critical to any ambitions to deliver MVNO propositions in multiple countries. While a core offer may be attractive, it will likely need to be tailored and adapted to cater for local differences. Failure to do so will increase costs and reduce the chances of success. MVNOs need to be able to support agile proposition development while streamlining operations and reducing costs. Automation is essential.