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Total Customer Experience Case Study: Optus Mobile Phone Services
Title: Total Customer Experience Case Study: Optus Mobile Phone Services
Category: Business & Economy / Marketing and Advertising
Details: Words: 3466 | Pages: 14.7 (approximately 235 words/page)
Total Customer Experience Case Study: Optus Mobile Phone Services
Master of Marketing
Managing Customer Relationships
Total Customer Experience Case Study:
Optus Mobile Phone Services
Contents
Part 1: Brand Experiences ---------------------------------------------3
Part 2: customer Experiences ----------------------------------------6
Part 3: Customer dialogue --------------------------------------------10
Appendix ------------------------------------------------------------------15
References ----------------------------------------------------------------17
Part 1: Brand Experiences
Mobile phones and mobile phone service has become a highly competitive and increasingly mature business around the world. Customers are more and more demanding as mobile phones are turning into commodity, a status symbol and a lifestyle statement. The mobile market is one of the …showed first 75 words of 3466 total…
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…showed last 75 words of 3466 total…th Edition, Prentice Hall International, USA.
Fordham, A. 2003, 'Mobile numbers can answer every trivial request - Handheld Accessories', The Australian, November 02, 2003, Retrieved: March 27, 2004, From Factiva
'Mobile First', Gold Coast Bulletin, June 04, 2003, Retrieved: March 27, 2004, From Factiva
The Power of "yes" 1999, Retrieved: March 27, 2004, from http:// www. optus. Com. Au/vign/ viewMgmt/display/0,2627,1031_30524-3_31346-view_303,00.html
Seybold, P. B., Marshak, R. T. and Lewis, J. M., 2002, The Customer Revolution-how to thrive when your customers are in control, Business Books, London
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