It's clear that wireless providers have made great strides in improving the quality of calls, especially in those areas that impact customer churn the most, such as calls that are dropped or disconnected. With an increasingly competitive environment and an increase in the number of services used in conjunction with a cell phone, carriers that offer superior network quality will improve their likelihood of attracting new customers and will increase customer retention. In fact, improving network quality is a beneficial financial incentive for wireless carriers, as customers experiencing at least one call quality problem are three times more likely to indicate they 'definitely will' switch carriers in the future.
More Quotes from Kirk Parsons:
A key driver of the accelerated rollout of digital services among cable TV providers, ... is to counteract increasing competition from satellite providers and to protect their most valued customers from switching. The flip side of this drive is a pro-active strategy.Kirk Parsons
It's encouraging to see that industry-wide service improvements, especially expanded service offerings and aggressive service plan pricing have resulted in more positive overall wireless service experiences. However, consumer expectations will continue to rise as cell phone users increasingly rely on the communication functions of their cell phones beyond voice calling.
Kirk Parsons
What we measure is people's real-time experience.
Kirk Parsons
They're out there selling the product, saying 'Here's the latest handset,' and pushing the latest services, and when you do that, you raise expectations. Customers expect it to be simple, which, technically, wireless isn't. Wireless is a very technical application and technology. It's not an exact science. It really takes a lot to deliver that call. But the industry hasn't done a very good job of explaining that side of the story.
Kirk Parsons
There are so many more features and services now that (ease of operation) is becoming much more important. There'll be even more features five years from now.
Kirk Parsons
As more wireless companies encourage customers to try new services, it's becomes more difficult for the customer service representatives to be fully trained and kept apprised on the latest products being introduced. The downside is the carrier runs the risk of decreasing customer satisfaction and losing customers to other carriers. Since future switching levels are three times as high among customers who need to re-contact the carrier two or more times to get the inquiry resolved, the challenge for wireless providers is to provide contact channels that can offer an informative and efficient experience for their customers.
Kirk Parsons
Readers Who Like This Quotation Also Like:
Based on Topics: Facts Quotes, Future Quotes, Quality Quotes, Telephones QuotesBased on Keywords: churn, disconnected
Kids used to tease me unmercifully about that name.
Marge Schott
For all that has been said of the love that certain natures (on shore) have professed for it, for all the celebrations it has been the object of in prose and song, the sea has never been friendly to man. At most it has been the accomplice of human restlessness.
Joseph Conrad
I had never done any theater in high school, which actually worked to my benefit. I didn't develop any bad habits.
David James Elliott