Magazine Cover

COVER STORY
Real-time analysis is key to differentiating with personalized services for each customer. This starts with ability to quickly diagnose and respond to problems when they occur

magazine

ONE-TO-ONE
Tektronix Communications' Chris Marshall talks about the challenges of delivering a great customer experience
SURVEY
Successful firms typically liaise closely with customers, partners and suppliers, and actively promote the development of employee networks
VIEWPOINT
Telcos must adopt a strategy to focus on extending the customer lifecycle and creating a positive experience to differentiate themselves from other operators
Service quality must be based on more than network elements working correctly - measuring individual customer's perception is vital
While usually proficient at data-gathering, few telcos are capable of turning this data into market differentiation, new revenue streams or efficiency gains that impact the bottom-line