SEEKING DIFFERENTIATION MEANS NO ONE-SIZE-FITS-ALL APPROACH TO CUSTOMER EXPERIENCE – ALCATEL
January 1st, 2012
BY MJ DESCHAMPS
WITH demand for broadband connectivity and mobile services continuing to rise, telecommunications service providers have been scrambling to meet consumer demand for fast connections and high quality service. However, now that the market is essentially saturated, delivering a fast and reliable connection is no longer the be-all-end-all of customer satisfaction in the industry.
"The real differentiator [between companies] has ultimately become the customer experience offered," said Ben Geller, senior director of marketing for customer ...
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