Gordon Rawling explains why you need to deliver a flexible service to keep up with your customers’ digital lifestyle.
Based on findings from Ofcom’s ‘Cost and value of communications services in the UK’ report, there are clear signs that consumers have become increasingly reliant on data-driven connected devices to live their new digital lifestyles.
Cloud-based players have capitalised on this trend and continue to capture a growing share of the market as a result, forcing many customer service providers to move quickly and adapt their business models to protect their diminishing revenues.
While many providers have embarked on a “speeds and feeds” arms race, fighting to develop the fastest most advanced network on the market, customers today value an excellent customer experience above all else.
Customer service providers that want to support consumers living their new digital lifestyles must move past the customer experience principles of the voice and text era and provide users with the levels of flexibility and reliability they have come to expect with new 4G LTE networks.
Gordon Rawling
While stepping up innovation will of course be integral to keeping up with a fast-evolving market, customer service providers that want to reduce customer churn and secure future revenues must complement these developments by investing in their customer experience frameworks at the same time.
With 4G LTE networks now the global norm and many operators offering 4G for no additional up-front cost, the time is ripe for customer service providers to differentiate themselves by providing a customer experience that gives users the flexibility and ultra-reliable service to support their data-centric lives.
Those customer service providers that get the basics of customer experience right and deliver the reliable and flexible service that today’s consumers are looking for can tap into a hidden opportunity to stand out from the competition and grow their respective subscriber-bases. The opportunity is there for the customer service providers that can truly deliver superior experience and communicate it well to the market.
With thanks to Gordon Rawling, Director of EMEA Marketing, Oracle Communications
Author: Megan Jones
Published On: 5th Feb 2014 - Last modified: 22nd Mar 2017
Read more about - Archived Content, Oracle
The ever changing digital landscape is indeed a challenge for all customer support service providers through the UK and Europe so very interesting insights from Mr. Rawling.