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The Full Customer Experience Cycle: Service Beyond Just The Sale

Posted by Jennifer Shin on Oct 27, 2016 9:05:00 AM

We’re sure there are some service providers out there who don’t think much beyond the sale when it comes to managing the customer experience (CX). But there is far more to the CX cycle. Successful MVNOs understand that it’s important to delight the customer at every stage of the life cycle to minimize churn and maximize profitability. That it’s far more efficient and cost-effective to create and maintain customer loyalty than it is to have to constantly refill the customer well with new subscribers.

Topics: Customer Service, Customer Care, subscriber lifecycle, subscriber experience, customer experience, subscriber

Customer Loyalty: The key is next-gen CEM architecture

Posted by D'Ana Guiloff on Jun 17, 2016 8:30:00 AM

Customer loyalty is the holy grail for MVNOs – subscribers can be expensive to capture and elusive to hold onto. Churn is costly. What’s needed is next-generation CEM architecture tied to an advanced BSS/OSS platform.

Topics: Subscriber Loyalty, CEM, customer experience

WiFi Offloading: What does it mean to an MVNO?

Posted by Jennifer Shin on May 6, 2016 9:00:00 AM

WiFi offloading enables mobile subscribers to utilize free WiFi hotspots to send and receive data. For MVNOs that can mean reduced data revenues -- but it also eases bandwidth demand to keep speeds up and subscribers happy. So what does it all mean? 

First, a little history. The relatively recent and rapid proliferation of smart devices made the use of wireless networks instead of cellular service for data transmission a very real and viable option for mobile subscribers. Increased subscriber interest in a WiFi option caused an increased mobile network operator concern about potentially significant revenue losses. MNOs feared that if subscribers opted primarily for WiFi instead of cell service to access all their mobile apps and data, data plan revenue would take a hit, and with growing VoIP popularity even voice traffic could be at risk.

Topics: MVNO, MNO, WiFi, customer experience