Deliver Awesome UI with the most complete toolboxes for .NET, Web and Mobile development
Automate UI, load and performance testing for web, desktop and mobile
Rapidly develop, manage and deploy business apps, delivered as SaaS in the cloud
Build, protect and deploy apps across any platform and mobile device
Automate decision processes with a no-code business rules engine
A complete cloud platform for an app or your entire digital business
Deploy automated machine learning to accurately predict machine failures with technology optimized for Industrial IoT.
Optimize data integration with high-performance connectivity
Connect to any cloud or on-premises data source using a standard interface
Build engaging multi-channel web and digital experiences with intuitive web content management
Recently, I’ve noticed a disconcerting uptick in providers adjusting pricing plans, services or cutting services altogether. I assume these are revenue-driving measures – but it got me thinking: are providers losing sight of the end game? Are we so wrapped up in the short-term gain, that we forget about the need to keep the customer satisfied?
Sure, service providers need new revenue uptakes to account for costly use of network bandwidth without revenue or over the top services by some users, but at what cost? Recently, I’ve seen more and more industry data showing that premier customer service (or lack thereof) is the fastest growing factor in subscribers’ decisions to stay with their existing provider or go elsewhere. In fact, a recent report by RightNow found that 82% of consumers have stopped doing business with a company as a result of a negative experience. This certainly highlights the potential hazards of haphazard customer experience management.
In today’s viral world, every one of your customers has a voice, and discontent spreads like wildfire through social channels like Facebook, Twitter, Yelp, Google+ or LinkedIn. At the same time, providers can use existing service provider assets and data sources to capitalize on these disruptive technologies and bring value-added services to customers. Services that personalize and enhance the user experience and, subsequently, increase satisfaction, include:
Ultimately, increasing prices or adjusting services without perceived new value will not only alienate customers, but will drive them into the arms of competitors. Instead, look for ways to increase value to customers and enhance experience while generating new revenue streams.
View all posts from sanjaykumar on the Progress blog. Connect with us about all things application development and deployment, data integration and digital business.
Copyright © 2017 Progress Software Corporation and/or its subsidiaries or affiliates.
All Rights Reserved.
Progress, Telerik, and certain product names used herein are trademarks or registered trademarks of Progress Software Corporation and/or one of its subsidiaries or affiliates in the U.S. and/or other countries. See Trademarks for appropriate markings.