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Improving the Consumer Experience in Mobile Operator Stores
Ovum, Nov 2010, Pages: 12
Introduction
In the retail industry, customer service grew out of a reaction to dealing with complaints. Although most of the industry now sees customer service as a sales driver, mobile operators do not seem to have matured to this way of thinking. Only through implementing proven best practices and technologies will mobile operators be able to assist their customers better than their competitors.
Features and benefits
- Understand the key issues around delivering high levels of customer service in mobile operator retail stores.- Gain insight into the customer service technology enablers for small-format retail stores.
Highlights
Long waits to be served and lengthy transaction times are unacceptable in retail today, and poor customer service of this kind drives customers away.Be it through providing visibility of inventory in store and in the supply chain, or providing handheld point-of-sale (PoS) terminals to speed up transaction times, retailers must give the store staff the tools to provide a superior customer service.
Your key questions answered
- What do mobile operator retail stores need to do in order to remain competitive?- Which technologies will help retailers improve the in-store customer experience?
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