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Customer Experience Management Report—Malaysia Telecommunications 2014 : Benchmarking the Industry Excellence in Delivering Superior Customer Experience

In this first Customer Experience Management report for Malaysia’s Telecommunications industry, Frost & Sullivan explores the relationship of the experiences provided by telecommunications companies for its customers. We look at the critical factors that influence customer behaviours throughout the three phases (pre-purchase, purchase and post-purchase) of their journey, through the companies' touch-points.

Table Of Contents

Customer Experience Management Report—Malaysia Telecommunications 2014 
Table Of Contents
1 CUSTOMER EXPERIENCE MANAGEMENT REPORT—MALAYSIA TELECOMMUNICATIONS 2014

Research Methodology
1 Frost and Sullivan's Research Approach
2 Frost and Sullivan's Research Step-by-Step Overview
3 Overview of the Research Process
4 Sample Methodology
5 Data Collection Quality Process
6 Sample Distribution by Service Provider—Telecommunications Malaysia
7 Sample Demographics by Age and Gender
8 Sample Demographics by Monthly Personal Income
9 Frost and Sullivan Customer Experience Index

Executive Summary
1 Customer Experience Management (CEM) for Malaysian Telecommunications Services in 2014
2 Customer Experience—Definition
3 Factors for Choosing Service Provider
4 Factors for Discontinuation of Service Provider
5 Preferred Channel for Service Provider
6 Preferred Channel across Stages
7 Mobility Vs Contact Centre
8 Customer Experience Index—Definition and Score
9 Customer Experience Index Score by Service Provider
10 Net Promoter Score by Service Provider
11 Channel Integration and Feedback by Service Provider
12 Product and Service Recommendation by Service Provider
13 Customer Loyalty Reward by Service Provider

CEM Report—Malaysian Telecommunications Services 2014
1 Reason for Service Discontinuation
2 Preferred Channel for Customer Interaction
3 In-Store Vs Website Transactions
4 Average Frequency of Branch Visit
5 Customers' Top Priority-experience Matrix
6 Degree of Channel Integration
7 Priority of Superior Customer Experience and Living up to Sales Promises
8 Customer Loyalty Reward
9 Customer Experience with Touch-points
10 Degree of Satisfaction/Dissatisfaction—In-store Vs Kiosks Channels
11 Degree of Satisfaction/Dissatisfaction—Online Vs Contact Centre Channels

Understanding Pre-Purchase Behaviour
1 Factors for Choosing Telecommunication Service Provider
2 Product and Service Recommendation by Service Provider
3 New Product Consideration by Service Provider
4 Channel Used at Pre-Purchase Stage
5 Channels Used for Pre-Purchase Inquiry
6 Customer Experience with Touch-points
7 Evaluation of Experience in the Pre-Purchase Stage by Customer Experience Indicators

Understanding Purchase Behaviour
1 Channel Preferred by Service Provider
2 Preferred Channel at Purchase Stage

Understanding Post-Purchase Behaviour
1 Channels Revisited for Post-Sales Enquiry
2 Channel Used for Post-Purchase Enquiry
3 Evaluation of Experience in the Post-purchase Stage Measured by Customer Experience Indicators
4 Customer Experience with Touch-points

Analysis by Customer Experience Index (CEI)
1 Customer Loyalty, Recommendation and Additional Purchase
2 Overall CEI Score by Channels/Touch-points
3 Overall CEI Score by Telecommunication Service Provider
4 CEI Score for In-Store
5 CEI Score for Self-Service
6 CEI Score for Mobile
7 CEI Score for Contact Centre
8 Net Promoter Score (NPS)

Analysis by Company
1 Maxis—Customer Transactions' Preference by Primary TSP
2 Maxis—Customer Priority-Experience Profile by Primary TSP
3 Maxis—Frequency of Interaction-customer Experience Profile by TSP
4 Celcom—Customer Transactions' Preference by Primary TSP
5 Celcom—Customer Priority-Experience Profile by Primary TSP
6 Celcom—Frequency of Interaction-customer Experience Profile by TSP
7 DiGi—Customer Transactions' Preference by Primary TSP
8 DiGi—Customer Priority-Experience Profile by Primary TSP
9 DiGi—Frequency of Interaction-customer Experience Profile by TSP
10 TM—Customer Transactions' Preference by Primary TSP
11 TM—Customer Priority-Experience Profile by Primary TSP
12 TM—Frequency of Interaction-customer Experience Profile by TSP
13 U Mobile—Customer Transactions' Preference by Primary TSP
14 U Mobile—Customer Priority-Experience Profile by Primary TSP
15 U Mobile—Frequency of Interaction-customer Experience Profile by TSP

Final Words: What We Are Excited About
1 Contact Centre: Where is it Headed with Regards to CEM?
2 Mobile Application: Will it Expand Beyond an Information Tool?
3 Timely Product Promotion that are Relevant; What is Next?
4 Would Improving Customer Rewards Programmes Positively Impact Both Customers and Service Providers?

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