Create and deliver personalized experiences across digital properties at scale
Build engaging websites with intuitive web content management
Leverage a complete UI toolbox for web, mobile and desktop development
Build, protect and deploy apps across any platform and mobile device
Build mobile apps for iOS, Android and Windows Phone
Rapidly develop, manage and deploy business apps, delivered as SaaS in the cloud
Automate UI, load and performance testing for web, desktop and mobile
Host, deploy and scale Node.js, Java and .NET Core apps on premise or in the cloud
Optimize data integration with high-performance connectivity
Automate decision processes with a no-code business rules engine
Globally scale websites with innovative content management and infrastructure approaches
Content-focused web and mobile solution for empowering marketers
Faster, tailored mobile experiences for any device and data source
UX and app modernization to powerfully navigate today's digital landscape
Fuel agility with ever-ready applications, built in the cloud
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 © 2016, 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 or appropriate markings.