Competition is tough in the telecommunications sector. The customer experience cycle is very dynamic and seduction tactics by the competition are rampant. Switching providers is easier than in most other sectors and keeping a customer within the portfolio is very difficult. Customer “Churn” is a fact of life for all players. So what can you do to increase customer retention ?
Everyday your competitors are creating new channels, platforms such as call centers, web sites, dealers, and shops to access their current and potential customers; or offering irresistible tariffs. Reshaping the process in a more efficient way needs to be a continuous approach. The level of service quality is augmenting day by day. What about yours?
Customer relationship management is your business and monitoring touch-points is crucial.
How do your staff behave in front of the customer? How do your customers perceive their treatment? When your service standard rules are appropriately applied, is this still enough to satisfy your subscribers?
How does your customer feel when she/he has an experience with you? Was that event critical? Will it affect your relationship with the customer in the future? And how?.. Positively?.. Negatively?..
Ipsos Loyalty can assist you to successfully manage all “touch points” to maximize customer loyalty.
In channel-based studies we can integrate research results (Satisfaction and Quality measurements) in your companies’ KPI system. So your employees have direct responsibility for their performance, service level and attitude, and you can monitor results according to company requirements. Each channel that touches the customer can be of interest, from call center to customer representative.
In your business, to keep ahead of the competition, you need to be faster and better. Be the fastest in terms of answering these questions, taking corrective actions when needed and offering innovative ideas and high quality service.