Why The Telecom Industry is Dialing Into Customer Experience

April 17, 2018

By Kirsten Oelrich

The global telecom industry has been through rough weather in recent years. With a sharp rise in competition and a surplus of options for consumers, telecom corporations are constantly battling dwindling revenues and eroding customer loyalties.

If you’re associated with the telecom sector, you’d probably agree that success in today’s market hinges on a company’s ability to deliver high quality personalized customer experiences. But in this era of always-connected digital natives; fading loyalties and rising expectations have made it more difficult than ever before. As a matter of fact − today’s customers are hard to impress and even harder to retain.

As consumers’ digital demands continue to grow, telecommunications companies must reimagine their business models to better address the inherent expectations of highly-informed, multi-service customers whether they purchase internet, television, mobile, and/or home phone services.

Let’s look at the 4 key areas you must focus on to attract, engage, and convert the modern day always-connected consumer.

Be Proactive

Telecom providers should preemptively engage customers. While most major telecoms have developed proactive outreach programs in the first year of their relationship with customers, this high level of communication diminishes over time. It is important to maintain the consistency of these early interactions, especially around crucial areas of the customer experience such as bill payment.

Never Miss a Conversation

Today’s customers are always connected. Make sure you’re present and visible across their digital journey. Connect with audiences across all touchpoints and on every channel to ensure a consistent experience.

Be Truthful to Your Core Value Proposition

Being present across channels is not enough. You must ensure continuity and seamlessness of experience across brick & mortar, online, mobile, or social. All touch-points should deliver a consistent, continuous, and unified experience.

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About TA Digital

TA Digital is an innovative digital transformation agency, specializing in delivering digital experience, commerce, and marketing solutions. For nearly two decades, we have been helping traditional businesses transform and create dynamic digital cultures through disruptive strategies and agile deployment of innovative solutions. We are known as a global leader in the digital technology industry for helping marketing leaders achieve their revenue targets, create profitable, omni-channel customer and commerce experiences. TA Digital has high-level strategic partnerships with digital technology companies AdobeMicrosoftSitecoreAcquiaMarketoSAP HybrisElastic Path, IBM Watson Marketing, Coveo and Episerver. The company was named on 2013, 2014, 2015 Inc. 5000 list as one of the fastest-growing technology companies in the United States.