Service for the broadband customer of the future

The “Internet age” has given new meaning to the old adage that “the customer is king.” In practice, this means any products and services delivered need to be of outstanding quality. Yet high quality and an excellent standard of service are clearly at odds with the aim of charging the lowest possible price. What are the expectations of tomorrow’s broadband consumers? What challenges will this bring for the provider? What are the ultimate implications of making the customer king?

Core statements

• The three biggest challenges facing broadband providers are the delivery of excellent service, intense price competition, and mobile Internet.
• Tomorrow’s broadband Internet customers will place a higher priority on customer services covering all aspects of broadband Internet.
• User-friendly terminal devices and broadband Internet applications are extremely important to broadband customers.
• The main requirements for customer service are flexibility, speed and competence.
• Both experts and consumers see hotline and online support as the most important channels for delivering customer service.
• The core service of access providers, i.e. providing broadband Internet access, will be increasingly complemented by high-quality auxiliary services.