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With competition in the communications industry intensifying and the pressure for growth increasing, Accenture sought to answer several key questions: (1) How satisfied are consumers today with their communication services? (2) How do consumers prefer to conduct business with their providers - which activities and through which channels? (3) How can the physical retail channel help communications companies build stronger customer relationships? What kind of store experience are consumers looking for? Which retail capabilities are critical to delivering that experience?
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