In the ever changing landscape of mobile customer service, one question seems to remain eternally topical… “How can we optimize our web site in order to reduce call volume into the contact center?” Among the sea of other ‘upstream’ problem prevention mechanisms, the web always seems to surface as the salient mechanism for strategic focus … Continued
With hundreds of manufacturers filling local demand for low-cost smartphones, it’s becoming increasingly difficult for mobile operators to keep track of what’s attached to their network. The world’s top five smartphone manufacturers (Samsung, Apple, Huawei, Lenovo and LG), only account for 59% of all device shipments. In fact, to meet increased global demand, hundreds of … Continued
In what is now our third edition of Experience, we investigate how robust industry satisfaction and loyalty metrics actually are, highlight some telling trends from the WDS Mobile Loyalty Audit 2013 and outline how wireless brands can supplement existing segmentation to better measure customer value and guide investment. It’s this type of insight that we believe creates actionable business intelligence for our customers and the wireless community at large.
At the end of 2012 we blogged about T-Mobile firing the starting gun for price innovation in the hope that this disruptive move would become a catalyst for more innovative tariffs from competing US carriers. This week we see the unfolding of a series of announcements and rumors in relation to smartphone tariffs that stand … Continued
By the time a mobile customer is eligible for a device upgrade, their smartphone can already be two-generations old. It’s little wonder then that device satisfaction starts to fall after just six months; but just how damaging is this to mobile operator loyalty? Even if purchased on launch day, a device manufacturer’s flagship product is … Continued