This article is condensed and originally appeared on the ITProPortal Website.
Knowing the factors that contribute to customer separations can help CSPs revamp customer loyalty efforts.
As many businesses have integrated cloud-based telecom services into their operations, there is steeper competition among Communication Service Providers (CSPs). New technologies continue to emerge to make communication even more simple and streamlined than it was in the past. Modern telecom offerings have helped address customer pain points and providers customers with more control over how and when they interact with a business. With tougher competition and changing customer preferences, CSPs that can provide the services and support their customers need will separate themselves from the competition and help reduce customer separations.
Contrary to popular belief, customer loyalty is largely a thing of the past. A 2017 report noted that 77 percent of consumers aren’t as loyal to brands as they were in the past. Customers are favoring brands that can deliver immediacy, transparency and personalized services and businesses are responding to these evolving preferences. As businesses shift to adapt to their customers’ needs, CSPs must tailor their menu of telecom offerings accordingly.
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