Customer Experience Would be a Key Differentiator
This is not a new thing, as customer experience has been termed as the strongest differentiator by the likes of Gartner. With changing customer needs, MVNOs will need to upgrade their services & solutions to meet those. Also, with price & product quality as other differentiators available, MVNOs will face a lesser competition in this segment as they already cater to a specific audience with customer-specific plans. Thus, a key challenge MVNOs need to address is how to ensure customer satisfaction, for which they will need to understand thier needs, deploy the right strategies, solutions, and tools. MVNOs in Africa can take reference from both failed & successful virtual operators in the already developed European market to frame a successful business model.
