Cover Image
市場調查報告書

客戶經驗的最佳業務實踐 (鄰接部門)

CUSTOMER EXPERIENCE BEST PRACTICE FROM ADJACENT SECTORS

出版商 Mobile Market Development Ltd 商品編碼 357887
出版日期 內容資訊 英文 45 Pages
商品交期: 最快1-2個工作天內
價格
Back to Top
客戶經驗的最佳業務實踐 (鄰接部門) CUSTOMER EXPERIENCE BEST PRACTICE FROM ADJACENT SECTORS
出版日期: 2016年05月16日 內容資訊: 英文 45 Pages
簡介

行動通訊業者 (MNO) ,採用客戶中心的方法,需要提供出色的客戶經驗 (客戶滿足體驗) 。

由於本報告提供MNO的成功的方法相關驗證之系統性資訊。

第1章 概要

第2章 簡介

第3章 客戶經驗定義與評估

第4章 零售,醫療保健,航空公司的客戶經驗

第5章 各部門的案例研究

第6章 功能的排除

第7章 結論與建議

附錄

目錄

image1

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.

Companies: Ikea, Amazon, Carrefour, Currys PC World, Dominos, One Medical, UCSF Medical Center, Multitone, Manchester Airport, South West Airlines, American Airlines, United Airlines, Delta Airlines, apple, McDonalds, Drybar, Sony, Spanx

Countries: UK, USA, France

Keywords: Customer Experience, Digital, Apps, Service Design, CX, Minimum Viable Product, Operating Model, Healthcare, Augmented Reality, Product Development, iBeacon, Customer Validation, Speed to Market, Go To Market, GTM, Competitive Advantage, Customer Journey, Retail, Airlines,

Table of Contents

  • 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
  • Appendix (Feedback)
Back to Top