In The Customer Experience – One-night Stand or Long-term Relationship? Amdocs’ Vincent Rousselet identifies three major ways that CSPs are making use of technology and services to build better brands.
Pointing out that his relationship with his wife has now run to 8,000 days, Vincent asks how CSPs should go about building long-term relationships with their customers.
Successful CSPs get three things right:
- They are designing services that are exciting and inspiring
- They are creating interactions that are intelligent and personalized
- They are using their network dynamically
Vincent points to an Amdocs’ sponsored survey that indicates ‘getting it right’ means a churn rate as low as 35% after a year, compared to the industry average of 50%.
Read the full article at RCR Wireless.