Things are tough for broadband service providers. They face slower subscriber growth and increased competition. At the same time, their costs for supporting home networks could total hundreds of millions of dollars annually. But — to borrow a cliché — when one door closes, another opens.
Changes in consumer spending are reducing dollars spent on entertainment outside of the home, but with people staying inside for their entertainment, they develop a greater dependence on at-home services. This greater level of dependence opens new areas for growth in customer support, self-diagnostic, and troubleshooting solutions. These opportunities could benefit a diverse batch of players, from broadband, communications, and entertainment providers to retailers and CE manufacturers.
CONNECTIONS™ features the track Support & Management for its 2009 events. The sessions in this track will address, among other topics, how service providers can implement remote support capabilities and turn customer support from a liability into an opportunity – and a service differentiator. Operators can put a renewed focus on building customer satisfaction and ultimately improving subscriber retention, all of which fits nicely with their new strategies for gateway-supported advanced services.
Showing posts with label economy. Show all posts
Showing posts with label economy. Show all posts
Wednesday, February 25, 2009
Thursday, December 11, 2008
Research indicates expansion of entertainment-at-home services despite poor economic conditions
Parks Associates announced that almost 66% of U.S. consumers have altered their spending habits in the 2008 as a result of the country’s deteriorating economic conditions. These changes have the greatest impact on entertainment spending outside of the home, according to Digital Media Evolution, a new consumer survey, but also open new areas for growth in customer support services.
Parks Associates finds that as consumers cut spending on outside sources, this trend creates greater dependence on at-home entertainment services, creating new opportunities for broadband, communications, and entertainment providers in offering customer support, self-diagnostic, and troubleshooting solutions.
In 2008, U.S. consumers are most likely to cut their spending on dining out, travel, and out-of-home entertainment. Additionally, nearly 50% indicate that they will be spending less on consumer electronics because of economic conditions.
Parks Associates advises providers to take back-to-the-basics approaches to revenue growth and cost savings. Service provider costs for supporting home networks alone could total hundreds of millions of dollars annually. By implementing self-diagnostic and troubleshooting solutions and building remote support capabilities, service providers can turn customer support from a liability into an opportunity, reducing OPEX costs initially and growing revenue-generating customer support businesses in the long term.
Parks Associates finds that as consumers cut spending on outside sources, this trend creates greater dependence on at-home entertainment services, creating new opportunities for broadband, communications, and entertainment providers in offering customer support, self-diagnostic, and troubleshooting solutions.
In 2008, U.S. consumers are most likely to cut their spending on dining out, travel, and out-of-home entertainment. Additionally, nearly 50% indicate that they will be spending less on consumer electronics because of economic conditions.
Parks Associates advises providers to take back-to-the-basics approaches to revenue growth and cost savings. Service provider costs for supporting home networks alone could total hundreds of millions of dollars annually. By implementing self-diagnostic and troubleshooting solutions and building remote support capabilities, service providers can turn customer support from a liability into an opportunity, reducing OPEX costs initially and growing revenue-generating customer support businesses in the long term.
Subscribe to:
Posts (Atom)