How the Customer Experience in Telecom can be derived ?

There are 4 Key things that drives the customer experience in Telecom as below,

1. What customer wants

2. What Service providers understand

3. What Service providers deliver

4. What customer receives

With these 4 key things, SP's can drive customer experience and find a place to improvise the quality and the cost as below ,

1. Customer loyalty

2. Customer Relationship

3. CAPEX

4. OPEX

For eg, lets take customer choose a wireline services from the service provider of 10o MBPS speed, may be during the actual provisioning at OSS side the speed setup only 50 MBPS. Means Network will provide only 50 MBPS speed whereas customer asked for 100MBPS. In this example, below is the metrics,

1. What customer wants - 100 MBPS

2. What Service providers understand - 50 MBPS

3. What Service providers deliver - 50 MBPS

4. What customer receives - 50 MBPS

With this example, by reducing the gap between what customer wants and understanding , SP's can increase the customer relationship. By reducing the gap between what customer receives and wants in form of feedback mechanism, the SP's can improvise the customer loyalty. Also cost can be further reduced by removing the gap between SP's understand , delivered and what reached to customer premise.

With this Customer experience can be better in terms of quality of service and relationship. All this can be measure today with various technologies available in the market in forms of BI , Feedback systems, Case Management systems etc.,