Articles

The Evolution of Customer Experience

The Evolution of Customer Experience

The key trends, challenges and investments from the last 12 months and how they will shape the CX landscape in 2016.
Customer Value Management: A step-by-step guide to a complex process

Customer Value Management: A step-by-step guide to a complex process

In saturated markets customer value management (CVM) offers the potential to overthrow outdated marketing practices, modernise your marketing and reduce customer churn.

However, CVM can be a complex decision-making process. This article presents a step-by-step approach to CVM, an overview of the key challenges of each stage, and explanation of the reasons for, and value in, persevering to overcome them. It also looks at the role that Big Data plays in this process and explains why Telecom operators have a natural advantage when it comes to CVM.
8 Pillars: No Contract, No Problem.

8 Pillars: No Contract, No Problem.

This article puts forwards the retention strategies that will bridge the gap between what telecom companies think consumers want and what research has shown they need. Telecoms IQ weighs up the benefits and ROI of retention and loyalty programs to better understand why, when and how to invest in your customers in order to retain business and grow your revenue. 
Methods to Retain Existing Customers and Ensure Satisfaction

Methods to Retain Existing Customers and Ensure Satisfaction

Being able to decipher which retention method is actually useful for your company is quickly becoming the competitive differentiator amongst telecommunications companies. Telecoms IQ conducted an industry-wide survey in October 2014 to gather the information you need from leaders in the market. With exclusive insight  from the Senior Director of Sales and Retention at Comcast, Heather Lyon, who has revolutionized the way Comcast is reducing churn and keeping customers loyal, it is time to  find out how your customer experience program can really impact your bottom line!