Changing attitudes to content and connectivity
Today’s customer knows their commercial value. They expect their needs to be understood: all products, services and communications must be highly relevant if service providers are to build trusted and lasting relationships.
EY works closely with connectivity and entertainment providers to help deliver better customer outcomes and add value. One way we support this is by commissioning industry-leading research, as seen in our recent report, Navigating the Bundle Jungle: Content, connectivity and consumer trust (September 2016).
In our latest publication, we highlight key considerations for internet and content providers as they look to meet the needs of an ever-more diverse market.
Key findings
- Simple sociodemographic characteristics no longer adequately describe or predict modern adoption and usage patterns
- Customers are increasingly allergic to having services forced onto their bundle, “free” or otherwise
- Quad play bundle providers lag disruptive competitors when it comes to customer experience
- Look beyond net promoter scores - between 50% and 60% of customers don’t reward or penalise their providers for bad experiences
- Greater engagement with product features and bundled services can lead to an increase of up to 30% in Customer Lifetime Value (CLV) through up-sells and longer tenure
The full report is available here.