Mobile operators lose a quarter to a third of their customers every year. This is an international phenomenon and providers don’t like talking about it. If you talk to an account manager who is affected by this, you mostly get the answer: “we profit just as much from it because our competitors also lose as many customers”. I can never understand this point of view. Wouldn’t it be more profitable to stop customers moving away than to go to the expense of pursuing new customers. Everyone says yes, but the behavior of mobile operators says no.
Customer Experience is a topic for the future. It is developing very strongly with the progress of internet technologies and their entry into our lives. The fundamental goal of Customer Experience is to offer customers a more pleasant or perhaps a more exciting world of experience. This applies as much to customer service as for marketing and sales as it of course does for the product itself. In this respect, Customer Experience Management is a management technique, which affects all areas of the company.