Customer Experience Best Practice from Adjacent Sectors

  • ID: 3721434
  • Report
  • Region: France, United Kingdom, United States
  • 45 Pages
  • Mobile Market Development Ltd (Wireless Profit)
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Customer Experience and Connection

FEATURED COMPANIES

  • Amazon
  • Carrefour
  • Dominos
  • Manchester Airport
  • One Medical
  • Spanx
  • MORE
Mobile network operators must adopt a fully customer-centric approach and deliver an excellent customer experience. This is a common theme across a range of sectors, but is particularly challenging in the mobile industry where digital technologies are disrupting the status quo. However, these same technologies afford the potential to deliver new and highly effective ways to deliver a great customer experience. This report examines examples of successful approaches where MNOs may draw comparisons with their own situation

- Customer experience case studies show how adoption of new digital technologies can lead to enhanced competitive advantage and drive growth.

- MNOs can look to sectors that are embracing technologies in the areas of social networking, mobility, analytics and cloud, as they evolve, and identify how they help players to compete on customer experience.

-Three sectors are examined in this report - Retailing, Healthcare and Airlines - as they provide valuable lessons from their own transition to a digital future.

- The report also considers how reducing product features in order to focus on the main customer job to be done can lead to a better experience and drive revenue growth.

Note: Product cover images may vary from those shown
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FEATURED COMPANIES

  • Amazon
  • Carrefour
  • Dominos
  • Manchester Airport
  • One Medical
  • Spanx
  • MORE
1. Overview

2. Introduction

3. Defining and measuring customer experience

4. Customer experience in Retail, Healthcare and Airlines

5. Sector case studies

6. Eliminating features

7. Conclusions and Recommendations

8. Appendix (Feedback)
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- Amazon
- American Airlines
- Apple
- Carrefour
- Currys PC World
- Delta Airlines
- Dominos
- Drybar
- Ikea
- Manchester Airport
- McDonalds
- Multitone
- One Medical
- Sony
- South West Airlines
- Spanx
- UCSF Medical Center
- United Airlines

Note: Product cover images may vary from those shown
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Note: Product cover images may vary from those shown
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