Your Latest Pathwwway Customer Retention Opportunities for the Telecom Industry


Telecom Loyalty Management has gathered momentum in the past few decades, when firms started taking cognizance of the cost of huge customer churn. Despite soaring revenue figures, even big firms are losing to competition. For example, even though the US Telecom major Verizon Wireless was able to make an average per user revenue of 42.43 US Dollars in the second quarter of 2018, other players like AT&T, T-Mobile and Metro PCS give them a run for customer retention. Here are some valuable opportunities to engage existing clients with Pathwwway customer retention strategies.

  • Customer Intelligence

Measuring customer metrics and experience requires in-depth understanding of the target market. Usage statistics, payment patterns, upgradation and top-up preferences, queries raised and solved are some of the valuable takeaways for telecom firms conducting systematic customer intelligence. Customer intelligence can aid the loyalty building process by enabling faster and data-driven decisions. The leading internet and telecom devices provider in Australia, Telstra, witnessed a 17 percent increase in customer satisfaction after introduction of a customer research program.

  • Mobile Top-Up Surprises

For mobile businesses, every top-up attempt made by customers is a valuable engagement opportunity. Mobile top-up rewards programs are highly yielding. Pathwwway customer retention techniques include the provision of bonus minutes, gifts, cash backs and bonus minutes every time customers come back for top-up. Making the top-up process easier via multiple channels such as mobile, walk-in  and even SMS can reduce customer 's efforts in enjoying uninterrupted mobile connectivity.

  • Customer Care And Technical Support

The battle to win customer loyalty in the Telecom sector becomes easier when high quality customer service is provided. Customer care is a learning opportunity as well, to understand the pain points of users and to connect with their practical issues. Anything from fixing a broken connection to addressing slow speed issues can become a boon for building brand affinity. Your customer care crew must be given adequate training both in analytical cum problem-solving skills as well as soft skills such as empathetic listening and patience.

  • Community Creation Initiatives

Technology comes to the rescue of this industry that faces alarmingly high rates of customer dissatisfaction. Using effective community building approaches like social media marketing and CRM (customer relationship management), communities of customers can be created. These are collective strategies which build brand loyalty. Brand transparency increases when like-minded customers are able to connect online with each other. Implementing a refer-a-friend can increase conversions and market share.

  • Flexible Bill Payment And Waiver Schemes

In addition to Bonuses, treats and coupons, appreciating the long-term relationships that loyal customers have with your business is beneficial for retention. The least they expect is an abrupt disconnection for payment delays. Extend courtesy by sending reminders and extend waivers wherever feasible based on customer past relationship, billing volume and adherence to payment schedules.
IBM Telecommunications uses concepts of AI and cognitive analysis to bring about a realistic analysis of the endpoint environment of each existing customer, thereby developing strong brand loyalty. Connecting the touch points of customers and working collaboratively using multi-channel approaches are ideas from pathwwway customer retention strategies for the telecom sector.

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