Why The Telecom Industry is Dialing Into Customer Experience
April 17, 2018
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.
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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