The CX Ultimatum for Telcos and CSPs eBook
Telcos are at an inflection point. For years, they’ve faced mounting pressure from better-funded, more innovative tech competitors, and seen a return on investment, profits and market share slowly dwindle.
Customer Loyalty
Go Deeper
Why upselling deserves closer attention – and how to do it right
If you really want to extract the most value from your customers , your sales and marketing efforts shouldn’t stop once they’ve signed the contract.
Your customer loyalty schemes don’t work – here’s what to do about it
Retaining loyal customers needs to be a top priority for any communication service provider (CSP). Churn rates in the industry remain high – at around 22 percent a year – and seeing as it costs up to four times more to acquire new customers than retain existing ones, anything you can do to boost the […]
Win customer loyalty by understanding your customer’s emotional narrative first
The battle for an emotional connection is the newest frontier in the battle for customer experience.Humans are emotional decision makers. It is not a great challenge to most people’s intuition to say so. When asked, most would accept that when making purchases, emotion plays a part in forming our beliefs and opinions, alongside rational thought and logic.