branding, call center , marketing

1. Customer experienceCustomer experience
Brand equlityBrand equlity

2. customer
• High Brand equity equals high
customer experience, high cost
of quality ,.
• •Call center will have less complaints and
more opportunities for cross selling
• •Low brand equity ( technical problem +
below the median no. Subs) = most call
center will be waste and non profitable
calls - lead mostly to a negative brand
equity