Understanding the mobile subscriber experience is critical for success in the next-generation communications world. As I pointed out in my previous blog, the Telecommunications Industry is far behind other industries in terms of satisfaction ratings. “Internet Services” scores embarrassingly low, but also mobile phone services received a Net Promoter Score (NPS) average of fewer than 25%.
This means that only one of four customers would recommend their mobile service to a friend! This is far too low and we know that we can help operators change this!
Managing Mobile Data Quality in mature markets is the key to managing the subscriber experience. Operators can deploy technology in the core network that provides them with the insights of what is going on in their network and what needs to be done and at at the same time, they are able to act on this intelligence to better manage the networks.
Chapter 7 in the book Mobile Subscriber Experience for Dummies discusses 10 key wins you’ll get by deploying next-generation mobile subscriber experience solutions to deliver better quality of experience (QoE) to your customers. In this blog we give you a sneak peek of the first 5 benefits for ensuring a great mobile experience for your subscribers. Enjoy!
Mobile subscriber experience benefits
1. Happy Customers!
If you don’t have customers, you won’t get paid. Acquiring new customers is more expensive than spending to keep existing customers them happy. Using the mobile subscriber experience to deliver great service will make your customer an advocate for your service. For more on this, see Chapter 1.
2. Save Your Bacon
Gaining visibility into what your network issues are ensures that you spend money on the right things. Just because your networks is congested doesn’t always mean you need to invest – only invest when you can improve the quality of the network.
3. Know Your Subscribers
Knowing your subscribers through analytics ensures that you can offer a network service offering that meets your customer’s needs, expectations, and actual usage.
4. Save Your Customers Money
If you’re offering service packages that better reflect a customer’s usage, that customer can save money by purchasing the right service package.
5. Deliver a World-Class Network
With the right mobile subscriber experience solution, your network will be world class and a competitive differentiator.
Request Procera’s book, Mobile Subscriber Experience for Dummies, and learn more about why deploying next-generation mobile subscriber experience solutions are critical to success.
Topics: Expert Insights