Brand promises and customer commitments are core components of telecom customer experience strategies, helping to differentiate brands in a busy marketplace and drive future customer loyalty.
But failing to keep customer promises carries long-term risks for businesses – and a key talking point at the recent CX Exchange for Telecoms.
Using our agile survey tool, Maru/Matchbox investigated real-time customer perceptions of brand commitments within the sector, uncovering how telecoms brands can minimise risk when promises are broken.
Brands are right to be investing in programmes that shape the very best customer experience for their customers. Optimising the telecom customer experience – both tactically in response to emerging issues and strategically to deliver the very best customer proposition – is vital.