Innovation retains customers

[nurmohammadkhan]

Another area of ​​intervention is precisely that of touchpoints . A customer experience that is up to par is one that is capable of activating all channels effectively and coherently, exploiting their specificities, but avoiding making them function in watertight compartments. For this reason, it is important to fully embrace the omnichannel approach , which involves the use of different channels in order to create a perfect synergy between them, avoiding jumps or useless repetitions, so that customers can carry out an action starting from a touchpoint and conclude it naturally through another channel.

 This necessarily means that the customer experience offered also includes australia whatsapp resource the integration of all possible devices (smartphones and tablets in particular) so that each customer can use them when and how they want to do most of the operations. Finally, for a customer to be truly satisfied, it is necessary to ensure that they perceive themselves as being at the center of a personalized experience . We have already expressed ourselves on the centrality of the customer in other articles , underlining how every company that wants to remain competitive in the long term must shift its focus from business to people and this necessarily involves offering them an experience perfectly tailored to their needs.

 Needless to say, in this sense, a fundamental role is once again played by new technologies – Artificial Intelligence, first and foremost – which allow us to collect information on customers, make it intelligible, and from there start to model a certain type of experience and approach for each different person.

Another way to reduce the churn rate among customers is related to the types of services offered. From this point of view, the technological race is “ruthless”: consumers have a growing hunger for technology and telcos cannot underestimate this. On the one hand, products and services must be flexible and adaptable to different customer clusters ; on the other hand, they must be renewed according to market innovations or user requests.

5G , IoT implementation , cloud : the more strategically broad and well-constructed an offer is , the more loyal the customer will be and margins will be created to make the relationship more profitable with cross-selling and upselling activities . Obviously, however, a complete and competitive offer is not enough: all these conditions must be realized simultaneously and have the same weight within the strategy of each telco, since they all contribute in their own way to ensuring a lasting bond with customers.