In a previous post we released an explainer video summarising a white paper by Medallia on Customer Experience Management in Telecoms. Now we bring you the actual white paper that describes how telecommunications providers have long understood that in a crowded marketplace with minimally differentiated products, the customer experience they deliver can make or break the business. Leading telcos have established a direct relationship between customer satisfaction and critical business metrics like churn and revenue per user.
Customers will commit themselves to multiple, more expensive products only if they trust their telco provide. Creating loyal customers is more important than ever. Even knowing this, telcos continue to lag other industries when it comes to customer experience (CX). So what’s the disconnect? Download the white paper by Medallia to find out the 4 key components.