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Similar to Grow Connectivity and Beyond – Explore the value of performance
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Grow Connectivity and Beyond – Explore the value of performance
- 2. Where would we be
without open innovation on top of networks
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 2
- 4. Telecom trails behind
in brand loyalty / Net Promoter Score (NPS)
“How likely you are to recommend your operator to a friend, family or colleague” Scale: 0-10
Net Promoter Score (NPS) = % of Promoters (9-10) - % of Detractors (0-6)
Source: Satmetrix NPS Benchmarks for US Industry groups 2012
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 4
- 5. INDUSTRY performance
Mobile operators lag behind OS, Handset manufacturer and content providers
Source : ConsumerLab Analytical Platform 2012. Base: Mobile Phone users in US
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 5
- 6. Network performance
the principal driver of operator Loyalty
Shapley regression analysis, showing the relative impact between each driver and loyalty to
operator brand (NPS)
Network performance
Value for money
Ongoing communication
Tariff plans offered
Customer support
Account management
Network
Offer
Billing and payment
Marketing
Handset/ Devices offered
Initial purchase
Loyalty rewards
Source: Ericsson ConsumerLab Network Performance Study 2013
Base: 12169 Smartphone users in BR, CHN, INDO, SK, JP, US, UK, SE, RU, TUR, CHL, MX
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 6
Customer service
- 7. Network as value creator?
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 7
- 8. Standing still is not an option
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 8
- 9. Frontrunners rethink….
10,2 % REVENUE GROWTH
(CAGR 2008-2012)
13,5 % EBITDA GROWTH
(CAGR 2009-2012)
TEXT
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 9
Shift of
mindset
TEXT
6 Growth Codes
- 10. Unboxing of the subscription
Broadband World Forum 2013 | © Ericsson AB 2013 | 2013-11-04 | Page 10