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从管道提供者至综合服务提供者,电信运营商正在努力改变它在ICT产业发展中的角色。如何在保障原有服务顺利开展的前提下,降低成本、提升用户体验和忠诚度,以及降低客户的流失、转移,一直是电信运营商在转型过程中所关注的焦点。而更好的客户体验将是运营商增强用户粘性,获得竞争优势的关键。据2011年客户体验影响(CEI)报告显示,高达94%的客户愿意支付额外25%的费用以获得更佳的服务和体验;89%的消费者愿意选择能提供更佳客户体验的品牌;73%的消费者因为卓越的客户体验而建立对品牌的忠诚度。
From pipeline providers to integrated service providers, telecom operators are trying to change their role in the ICT industry. How to reduce costs, improve user experience and loyalty, and reduce the loss and transfer of customers has always been the focus of telecom operators in the process of transformation under the precondition of ensuring that the original service is carried out smoothly. A better customer experience will be the key for operators to enhance user stickiness and gain competitive advantage. According to the 2011 Customer Experience Impact (CEI) report, up to 94% of customers are willing to pay an additional 25% for better service and experience; 89% are willing to choose a brand that offers a better customer experience; 73 % Of consumers build brand loyalty because of superior customer experience.