With today’s telecoms markets increasing competition, building life-long loyalty and managing churn is a matter of survival.
Customers would churn easily in search of lower prices, better network coverage or higher voice quality, therefore; it’s not just about retention activities to maintain market share; it’s about holistic approach of customer centricity that will lead to the required positive customer experience which encompasses every aspect of a company’s offering i.e. customer care, advertising, packaging, product and service features, ease of use, and reliability.
It requires a closed-loop process and communication between all departments and employees to deliver a common excellent experience, keeps all those conceptions in balance and thus linked to the organization strategy & bottom line.
Overall, customer experience is the net result of the good ones minus the bad ones, however; most likely the few negative ones will have more impact!