The question of how we treat subscribers has taken on great importance in this era of customer-centricity, and metrics such as loyalty and advocacy are now Key Performance Indicators for many telcos. There is an opportunity for service providers to examine their emotional, as well as their operational connection with their customers in order to develop increased loyalty.
Download this paper to learn:
- How ‘belongingness’ can have a huge impact on customer metrics;
- How different approaches to membership can be mixed for business success
- How a membership model can reduce the cost of operations and improve the quality of new products and services.