Telecom Customer Experience
Telecom Customers Are Used to Getting More
With the rise in mobile, WiFi, streaming services, opportunities offered by 5G and more, it is clear to see there is a lot of momentum in the industry–and customers hold telcos to a higher standard than other businesses. So, with the industry at a saturation point, and services largely commoditised it is important to hold on to the customers that are currently under contract while trying to entice more interest from others.
Driving Quality Experiences with InMoment
At InMoment, we have decades of experience guiding some of the largest telecom companies to create more personalised and consistent experiences, gain deeper customer and employee intelligence, and eliminate service issues to improve customer retention and drive long-term business success.
A member who rates as having the poorest experience has only a 43% chance of being a member a year later. Compare this to a member who gives one of the top two experience scores — they would have a 74% chance of remaining a member for at least another year.
Harvard Business Review