According to the latest Nokia Siemens Networks’ research, liaisons between operators and many of their customers are entering a critical stage. Importance of mobile broadband quality for customer retention has increased heavily year-on-year, but at the time satisfaction with it has been decreasing dramatically. Especially the most loved ones – the high value customers – are more dissatisfied with mobile broadband quality than ever and risk to take actions and quit their current relationship, looking for better service. It is high time for operators to spend more effort to keep their customer relationships fresh and exciting. As Amiram Mel, Head of Customer Experience Management at Nokia Siemens Networks says: “Listening, understanding and reacting lie at the heart of strong customer relationships.”
Put a little love back into how people feel about their operator
Our new CEM on Demand portal provides a user friendly online portal offering operators crucial insights on their customers’ experience and recommending actions for improvements. It can be a challenge to isolate the key insights that really make a difference out of the huge volumes of data which are generated by mobile networks and their users, and to have this insight easily available for use across the operator organization. CEM on Demand allows operators to see and hear the needs of their customers more clearly than ever before and makes it easier than ever to manage the customer experience.
CEM on Demand portal includes off-the-shelf content packs that combine a set of customer-centric dashboards and reports based on best-practise key performance indicators. By selecting the content packs that are most relevant for their organization, operators can take a phased and manageable approach to introducing and achieving value from CEM across their organization.
If you want to know more about what mobile subscribers want, what makes them stay or churn, and how CEM on Demand is able to put a little love back into how people feel about their mobile operator, you might want to participate in the following webinar, which will be hosted by Yankee Group and Nokia Siemens Networks. on February 15, 6 pm CET. Register here.
PS: Tell us about your relationship with your operator. Participating in our Valentine’s Day survey takes less than a minute!
This post is by Iris Heinonen, Head of Marketing and Communications, Business Solutions, Nokia Siemens Networks.