| As competition for residential and commercial bundled customers intensifies, customer satisfaction is becoming an increasingly critical differentiator for cable operators, satellite TV providers, and telcos seeking to gain share and retain existing customers. But with a few notable exceptions, consumers have ranked service providers poorly when it comes to quality of customer care. In this mature and competitive market, neither price leadership, technology nor content are viable long-term differentiators or service providers, making customer service a critical area of focus and investment. This report provides an in-depth analysis of the growing demands for quality of customer care. We provide details on various service providers’ rankings on customer satisfaction studies, and deliver actionable guidance on moving customer service from a cost center to a significant contributor to ongoing profitability.
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- TABLE OF CONTENTS
- Introduction
- Competitive Differentiators in Broadband Services
- Technology/Speed
- Price
- Exclusive Content
- Customer Satisfaction—The Sustainable Competitive Advantage
- The State of Customer Care in the U.S. Broadband Market
- Typical Customer Service Key Performance Indicators (KPIs)
- The Costs of Customer Dissatisfaction
- Current Customer Satisfaction Ratings for Leading Broadband Operators
- Serving the SME: The Next Frontier
- Moving from Churn Control to Customer Experience Management
- TABLE OF FIGURES
- Figure 1. American Customer Satisfaction Index—Cable & Satellite TV
- Figure 2. Short-term Thinking: The Typical Customer Service Flow Chart
- Figure 3. Strategic Vision: The Customer Experience Management Flow Chart
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A press release has not been issued for this Report.
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Tim McElgunn
Tim McElgunn, our Chief Analyst, has more than 20 years of experience and expertise in market sizing, forecasting, segmentation and share analysis in emerging and legacy segments of the telecommunications industry. He focuses on the business strategies and competitive status of U.S. cable companies, telephone companies, satellite TV providers and broadband-enabled application providers such as Google, Yahoo and Microsoft. Before joining BAS in November 2006, Tim headed up U.S. consumer broadband analysis for eight years at Stratecast, a division of Frost & Sullivan. He also held senior analyst positions at both Datapro/NBI and Gartner Dataquest. Contact Tim at 856-751-6723 / tmcelgunn@pf.com.
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