Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

A glimpse into the customer Service Strategy under 4G - Jim Yan - Blog

A glimpse into the customer Service Strategy under 4G

On December 4th,2013, the ministry of industry and information of China issued the 4G licenses to the three telecom operators, indicating the telecom of China enters into the 4G era officially.With much higher speed of uploading and downloading than the previous 3G, there comes a necessity for a tweak for services strategy accordingly. In a nutshell, Guangdong Mobile (the biggest provincial branch company of China Mobile) will adapt thru the “4PS” strategy model (promotion/price/product/place/supreme service).

1 wide promotion: establishing a multi-channel, three dimensional promotion mechanism

(1) newly-emerged OTT channels: for generation Y, the OTT lightweight channels such as apps, Wechat, Sina Weibo(Chinese version of twitter) will be provided. By organizing online drawing, quiz to attract potential customers, highlighting the star terminals and bargain packages in the ads, stimulate the willingness to participate and make a purchase from the customers.

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



(2)traditional channels: for the traditional “Tuhao”(upstarts) group, organize more offline promotion campaign, attract potential customers through onsite experience, intensive bargain packages.

2 proper pricing

(1)newly-joined packages: for the new subscribers of Guangdong Mobile, the dedicated customized bargain package will be offered, including huge complementary volume and minutes of call, ensuring a better bargain than our main competitors for the same product.

(2)appropriate package fee: in correspondence with the specific customer group, profuse combination of packages are delivered, and reps can recommend the most suitable package to customers as the system notifies clearly, ensuring the proper use of resources.

3 better products

(1)coverage and stability of 4G network: enhance the coverage and stability of 4G network, deliver smooth service experience, strengthen the customer feeling.

(2)star terminals: Apple and China Mobile finally reached an agreement of churning out the customized iphone for China Mobile. Based on the collaboration with other elite equipment corporations such as Apple and Samsung, provide more star terminals to establish links with customers, hence improve the customer loyalty.

4 handy channels

(1)perfect functions of E-channels: operate on the Sina Weibo channel to make it a sharp tool for promotions and propaganda; perfect the Wechat platform to make it a best handy self-served channel for commonplace transaction handling and enquiring. By operations of various E-channels, shunt the overall inbound calls so that to improve the manual call values.

(2)ensure consistency of service marketing: connect manual and the diversified E-channels, cover the potential customers via multi-interfaces and various encounter points, ensure the consistency of standards of service and marketing and experience among all channels.

5 supreme service

(1)special seats service: establish 4G special seats, provide green channels, implement dedicated service strategies, gather info of 4G customers thru data mining on the previous encounters, analyze customer requirements, perfect the operation strategy in the process gradually.

(2)experience excelling:

1)customer side: learning from Apple and Samsung, construct 4G experience zones in the major service-halls, provide all kinds of China Mobile customized 4G terminals, deliver an indulging experience for customers. Enhanced with professional service staff’s illustrations, achieve an effect of spreading by word of mouth.

2)reps side: set up 4G experience corner within the company, and incorporate it into the hands-on section of the 4G training, help reps know more about 4G first-handedly, enhance the problem-solving skills of reps.

(3)take the lead: compare the service strategies with the main rivals in the market, adjust accordingly to get the service edge always.

To sum up, as a fresh area, the operation strategies of 4G needs to be deeper explored in the practice and improved gradually. Centered around the above “4PS” model, it’s for sure Guangdong Mobile will rise to the challenge of the new era.

Publish Date: January 8, 2014 1:32 AM


Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =