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市場調查報告書

客戶經驗經營管理:馬來西亞的通訊產業 (2014年)

Customer Experience Management Report - Malaysia Telecommunications 2014

出版商 Frost & Sullivan 商品編碼 337364
出版日期 內容資訊 英文 94 Pages
商品交期: 最快1-2個工作天內
價格
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客戶經驗經營管理:馬來西亞的通訊產業 (2014年) Customer Experience Management Report - Malaysia Telecommunications 2014
出版日期: 2015年08月10日 內容資訊: 英文 94 Pages
簡介

本報告以馬來西亞的通訊產業上客戶經驗經營管理 (CEM:經驗管理) 選擇,影響客戶行動的重要要素 (購買前、購買時、購買後) 為焦點,提供包含各企業分析等系統性資訊。

調查手法

摘要整理

CEM報告:馬來西亞的通訊服務

  • 服務中止的理由
  • 顧客互動的推薦管道
  • 店內 vs. 網站交易
  • 分店的平均訪問回數
  • 客戶的最優先體驗的矩陣
  • 管道整合的程度
  • 出色的客戶經驗的優先級
  • 客戶忠誠度報酬
  • 觸控點的客戶經驗
  • 滿足/不滿的程度:店內 vs. 資訊站管道
  • 滿足/不滿的程度:線上 vs. 客服中心管道

關於購買前的行動

  • 通訊服務供應商的選擇要素
  • 推薦產品與服務:服務供應商
  • 新產品討論:服務供應商
  • 在購買前階段利用的管道
  • 購買前查詢利用的管道
  • 觸控點的客戶經驗
  • 購買前階段的體驗的評估:各客戶經驗指標

關於購買時的行動

  • 推薦管道:服務供應商
  • 購買階段的推薦管道

關於購買後的行動

  • 購買後查詢再訪的管道
  • 購買後查詢利用的管道
  • 購買後階段的體驗的評估:各客戶經驗指標
  • 觸控點的客戶經驗

客戶經驗目錄 (CEI) 分別分析

  • 客戶忠誠度、建議、追加購買
  • CEI總評分:各管道/觸控點
  • CEI總評分:通訊服務供應商
  • CEI評分:店內
  • CEI評分:自助服務
  • CEI評分:行動
  • CEI評分:客服中心
  • 淨推薦值 (NPS)

各企業分析

  • Maxis:客戶交易的偏好
  • Maxis:客戶優先 - 體驗簡介
  • Maxis:互動的頻率 - 客戶經驗簡介
  • Celcom:客戶交易的偏好
  • Celcom:客戶優先 - 體驗簡介
  • Celcom:互動的頻率 - 客戶經驗簡介
  • DiGi:客戶交易的偏好
  • DiGi:客戶優先 - 體驗簡介
  • DiGi:互動的頻率 - 客戶經驗簡介
  • TM:客戶交易的偏好
  • TM:客戶優先 - 體驗簡介
  • TM:互動的頻率 - 客戶經驗簡介
  • U Mobile:客戶交易的偏好
  • U Mobile:客戶優先 - 體驗簡介
  • U Mobile:互動的頻率 - 客戶經驗簡介

彙整

Frost & Sullivan的客戶經驗解決方案

附錄

目錄
Product Code: 9AF5-00-07-00-00

Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Malaysia's Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table of Contents

1. CUSTOMER EXPERIENCE MANAGEMENT REPORT-MALAYSIA TELECOMMUNICATIONS 2014

Research Methodology

  • 1. Frost & Sullivan's Research Approach
  • 2. Frost & Sullivan's Research Step-by-Step Overview
  • 3. Overview of the Research Process
  • 4. Sample Methodology
  • 5. Data Collection Quality Process
  • 6. Sample Distribution by Service Provider-Telecommunications Malaysia
  • 7. Sample Demographics by Age and Gender
  • 8. Sample Demographics by Monthly Personal Income
  • 9. Frost & Sullivan Customer Experience Index

Executive Summary

  • 1. Customer Experience Management (CEM) for Malaysian Telecommunications Services in 2014
  • 2. Customer Experience-Definition
  • 3. Factors for Choosing Service Provider
  • 4. Factors for Discontinuation of Service Provider
  • 5. Preferred Channel for Service Provider
  • 6. Preferred Channel across Stages
  • 7. Mobility Vs Contact Centre
  • 8. Customer Experience Index-Definition and Score
  • 9. Customer Experience Index Score by Service Provider
  • 10. Net Promoter Score by Service Provider
  • 11. Channel Integration and Feedback by Service Provider
  • 12. Product and Service Recommendation by Service Provider
  • 13. Customer Loyalty Reward by Service Provider

CEM Report-Malaysian Telecommunications Services 2014

  • 1. Reason for Service Discontinuation
  • 2. Preferred Channel for Customer Interaction
  • 3. In-Store Vs Website Transactions
  • 4. Average Frequency of Branch Visit
  • 5. Customers' Top Priority-experience Matrix
  • 6. Degree of Channel Integration
  • 7. Priority of Superior Customer Experience and Living up to Sales Promises
  • 8. Customer Loyalty Reward
  • 9. Customer Experience with Touch-points
  • 10. Degree of Satisfaction/Dissatisfaction-In-store Vs Kiosks Channels
  • 11. Degree of Satisfaction/Dissatisfaction-Online Vs Contact Centre Channels

Understanding Pre-Purchase Behaviour

  • 1. Factors for Choosing Telecommunication Service Provider
  • 2. Product and Service Recommendation by Service Provider
  • 3. New Product Consideration by Service Provider
  • 4. Channel Used at Pre-Purchase Stage
  • 5. Channels Used for Pre-Purchase Inquiry
  • 6. Customer Experience with Touch-points
  • 7. Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators

Understanding Purchase Behaviour

  • 1. Channel Preferred by Service Provider
  • 2. Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour

  • 1. Channels Revisited for Post-Sales Enquiry
  • 2. Channel Used for Post-Purchase Enquiry
  • 3. Evaluation of Experience in the Post-purchase Stage Measured by Customer Experience Indicators
  • 4. Customer Experience with Touch-points

Analysis by Customer Experience Index (CEI)

  • 1. Customer Loyalty, Recommendation and Additional Purchase
  • 2. Overall CEI Score by Channels/Touch-points
  • 3. Overall CEI Score by Telecommunication Service Provider
  • 4. CEI Score for In-Store
  • 5. CEI Score for Self-Service
  • 6. CEI Score for Mobile
  • 7. CEI Score for Contact Centre
  • 8. Net Promoter Score (NPS)

Analysis by Company

  • 1. Maxis-Customer Transactions' Preference by Primary TSP
  • 2. Maxis-Customer Priority-Experience Profile by Primary TSP
  • 3. Maxis-Frequency of Interaction-customer Experience Profile by TSP
  • 4. Celcom-Customer Transactions' Preference by Primary TSP
  • 5. Celcom-Customer Priority-Experience Profile by Primary TSP
  • 6. Celcom-Frequency of Interaction-customer Experience Profile by TSP
  • 7. DiGi-Customer Transactions' Preference by Primary TSP
  • 8. DiGi-Customer Priority-Experience Profile by Primary TSP
  • 9. DiGi-Frequency of Interaction-customer Experience Profile by TSP
  • 10. TM-Customer Transactions' Preference by Primary TSP
  • 11. TM-Customer Priority-Experience Profile by Primary TSP
  • 12. TM-Frequency of Interaction-customer Experience Profile by TSP
  • 13. U Mobile-Customer Transactions' Preference by Primary TSP
  • 14. U Mobile-Customer Priority-Experience Profile by Primary TSP
  • 15. U Mobile-Frequency of Interaction-customer Experience Profile by TSP

Final Words: What We Are Excited About

  • 1. Contact Centre: Where is it Headed with Regards to CEM?
  • 2. Mobile Application: Will it Expand Beyond an Information Tool?
  • 3. Timely Product Promotion that are Relevant; What is Next?
  • 4. Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?

Frost & Sullivan's Customer Experience Solutions

  • 1. Why Frost & Sullivan
  • 2. Customer Experience-Definition
  • 3. Integrating Process, People and Infrastructure
  • 4. Frost & Sullivan's Customer Experience Maturity Model
  • 5. A 5-step Strategic Approach
  • 6. Legal Disclaimer

Appendix

  • 1. Definitions
  • 2. The Frost & Sullivan Story
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