Market Report: How to Tackle the Biggest Customer Loyalty Challenges in Telecoms
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Long-term customer loyalty is the holy grail for many companies, but it’s often easier said than done. And in no industry is this, arguably, more challenging than within telecoms.
With a highly competitive market, mergers and acquisitions impacting upon brand identity, customer service not always being best-in-class, and customers switching brands frequently because they feel they’re not being rewarded for staying with the same company; loyalty is the one challenge within telecoms that few have truly cracked.
SEE ALSO: Customer Experience Predictions for 2017
In this report, we look at three key aspects related to loyalty: M&As, customer service & satisfaction, and churn. We highlight the challenges within each and what companies can do to turn the loyalty challenge into an opportunity; allowing them to stand out in an oversaturated market and make those customer wins stick for the long-term.
Along the way we share top tips and learnings from brands including Deutsche Telekom, Comcast, and Vodafone Germany, all of which will help you optimise your strategies and achieve long-term customer loyalty in 2017 and beyond.