Wireless service benchmarking study for global service provider
Key benefits: The customer gained actionable improvement concepts based on global benchmarking against the best-in-class service providers globally
To help reduce its user churn rates, a telecommunications service provider required a thorough investigation of key customer defection points in its current service process. It also sought commendable solutions by a way of customer loyalty programs and lock-in service design.
Application: Product and Innovation Management
To achieve a 360o assessment M-Brain (formerly GIA) focused on two key research approaches, namely neck and neck design comparisons between the service subject and benchmarks, and highlighting notable “˜push’ and “˜pull’ programs.
Methods: Secondary research via the Internet and media sources; primary research via hands-on product usage and insider interviews.
The customer was delivered four in-depth service-specific reports containing executive recommendations on architectural enhancements. The findings were discussed in face-to-face consultant workshops.