Telcos, it’s time to reconnect with your customers.
There aren’t many other industries staring down a future as uncertain as telcos. A stagnant growth and a global downturn on the horizon, Telcos are struggling to keep customers without having to resort to the obvious, giving more data and voice minutes for a cheaper price. For most consumers, Telcos have been relegated to just-another-utility. That means, at best, your customers are more likely to describe your services as “reliable” or “necessary” rather than “unique”, “exciting” or even “helpful”.
“9 out of 10 people already perceived their Telco provider as a utility company” 1
But there’s something strange about that, isn’t there? Obviously no-one adores the water flowing out of the faucets. And you’d be crazy to describe the electricity and gas you use fondly.
There is a CX opportunity for Telcos. A huge opportunity for Telcos to shake up the established landscape. The CX opportunity for telcos is about reasserting your rightful place as a company that makes its customers lives better. And to do that, you will need an organisation that’s great with data and analytics to innovate your way out of the pack with a new, highly differentiated model of services and customer experiences. Download it now.