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.
The marketplace for telcos is tougher than ever. So if you’re to thrive in an environment where customer demands are high and new, innovative offerings are always looking to persuade consumers to switch providers, you need to stand out from the crowd. To do this, an effective personalization strategy is a must-have. This plays a […]
Telecommunication companies sometimes veer away from an incredibly rich, yet underutilized dataset – data already in their possession – weblog data. Concerns about privacy, scalability challenges, and fears of potential misuse have created significant hesitation. This has been stopping Communication Service Providers (CSPs) from leveraging their weblogs to offer more relevant marketing and from monetizing […]
Customer expectations are now higher than ever as businesses strive to provide the perfect customer experience with a more personalised approach.
Personalization is vital to any successful telco marketing campaign. In today’s highly saturated market, providers can’t afford to compete solely on price. They must instead forge personal relationships with both new and existing customers in order to secure the greatest possible share of wallet, based on a deep understanding of who these people really are. […]