Professional Documents
Culture Documents
customer experience
Figure 1: Importance
of customer experience drivers versus
satisfaction in mobile
networks in France
Figure 3: customer
life cycle phases
Service and
device portfolio
I want services that match
my needs and preferences
Services must be cool and
work well.
I want to combine my own
service packages.
Services must be easy to
find, easy to subscribe to
and easy to use.
I want a particular device.4
Network and
service quality
Do I have service availability
where I need it?
Is the service provided with
good quality?
Is the service easy to use?
Is my fixed broadband service
secure and fast enough?5
10
Key customer issues revealed by Nokia Siemens Networks and Gartner research
Connect, In-Touch study, 2008
11
The drive to enrich customer experience
5
6
7
8
9
13
Key customer issues revealed by Nokia Siemens Networks and Gartner research
14
16
Customer care
My problems must be
solved first time.
I want different service
options matched to my needs.
I want proactive support.
As soon as I subscribe to a
service I want to be able to
use it.11
Key customer issues revealed by Nokia Siemens Networks and Gartner research
17
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http://www.nokiasiemensnetworks.com