Maintaining customer loyalty in a competitive industry such as Telecom is extremely difficult. It costs 5x more to acquire a new customer than it does to remain an existing one, and many organizations are adopting a customer-centric approach. Without an outstanding CX, your customers are just an inconvenience away from changing providers.
Demystifying Customer Journeys
Small changes can have a big impact. A few years ago, most people bought and activated new phones in-store. Some would buy products and plans online and still go to the store to activate them. However, as telecommunications companies improve their online customer experience, more and more people are choosing to do both steps online.
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According to Forrester, a one-point increase in customer experience generates an additional $3.39 per customer in incremental revenue.