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Benchmarking Industry Excellence in Delivering a Superior Customer Experience
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Customer experience is the accumulation of a customer's experiences throughout his/her journey with a supplier across functions, products and services, and various touchpoints. Frost & Sullivan evaluates the customer experiences of the telecommunications sector in the Philippines, examining the critical factors influencing customer behavior throughout three stages of consumer decision-making: pre-purchase, purchase, and post-purchase. The research service utilizes the proprietary Customer Experience Index (CEI) and the widely used Net Promoter Score (NPS) methodology to understand the dynamics of the interactions between customers and their telecommunications providers.The Philippines continues to capitalize on the growing number of telecommunications users in Southeast Asia as many individuals rely on various telecommunications services and products for personal and business uses. Frost & Sullivan's Customer Experience Management (CEM) study for the Philippines telecommunications sector explores the customer experience offered by telecommunications providers Converge, Globe Telecom, Sky, Smart Communications, and Sun Cellular. The research focuses on the critical factors that influence customer behavior and preferences throughout the three stages of their telecommunications service provider journey.Author: Krishna Baidya
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