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ConceptWave provided the operator with a centralized information portal that can pull data from multiple back end applications, including order management, provisioning and billing. The operator can query any system from this portal without having to toggle among management consoles of various systems, ensuring that the order process can be managed on an end-to-end basis from a single hub that can be accessed by those who touch the process, ranging from customer service representatives to provisioning technicians to marketing managers.
Conclusion
Too often, CSPs equate managing the customer experience with managing the service. However, while service quality management is an important part of customer experience management, customer experience management extends far beyond technology solutions to encompass more strategic concepts such as brand management, touch mapping and service blueprints. Those companies that have
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Too often, CSPs equate managing the customer experience with managing the service. |
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excelled in customer experience management—regardless of industry—have identified their value proposition and consistently promoted it through all interactions with the customer, from the time he walks into the retail store or logs onto the web site, through to the delivery of the product or service, and any follow-up support that may be necessary.
Love it or hate it, Apple has put a tremendous amount of work into creating a consistent experience for its customers that derives from its core messages of simplicity and ease of use, extending from logo to product design and packaging to retail environment. In order to succeed in the digital age, CSPs need to take a similar end-to-end approach to their businesses—or risk being the stodgy, generic PC to the edgy and innovative Apple.
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