Loyalty is much more than reward programs. It is all about managing the
customer relationship throughout its entire life time. The operators need to
take a holistic view, involving every part of their business, focusing on
delighting customers and optimizing their profitability."
Informa"s telecoms loyalty research program includes a selection of case
studies covering different areas of customer loyalty, including prepaid and
postpaid strategies, customer experience management, customer services
transformation, handset subsidies and convergence.
Operators have realized that loyalty is one of the most important strategies
to guarantee customer profitability and keep a leading position in their
market. The first initiatives were based on rewards programs, but operators
will need to evolve to guarantee an outstanding relationship with their
clients during the entire length of the relationship.
Loyalty programs demand a significant investment from operators, and just
offering a program to the entire customer base can have a negative impact on
profitability. Operators will need to apply segmentation strategies " not
only to offer target products, but also to measure the profitability of
different customers. Loyalty programs should be varied based on different
customer profiles and will need to focus on rewarding loyal customers.
Customer life-time value is becoming more important to the operators" loyalty
strategies. Operators will need to understand the impact of the different
factors ranging from device subsidies to offering the right plan at the right
price. As most markets are reaching more than 100% mobile penetration,
operators will not only need to protect their customer base, but also be able
to maximize their approach with their current customers " for example,
knowing what the ROI is for migrating a feature-phone customer to a smartphone.
How will this research help you:
- Evaluate the best strategies in different customer loyalty areas.
- Manage the customers" profitability throughout their relationship with
- Assess competitor positioning and direction through case studies and
- Gain an understanding of the state of customer loyalty within the telecoms
industry and how it will evolve.
Case studies include:
- US Cellular
- Bell Canada