More people than ever are in need of telecommunication services, and telecom providers may find it difficult to keep up with the increase in demand. The new wave of home workers, homeschooled children, and binge-watchers on streaming services are more informed than ever and may change service providers if dissatisfied. Therefore, maintaining these clients is of utmost importance! Telecommunication loyalty programmes are capable of generating whatever business KPIs you require, from expanding the number of touchpoints available to improved personalisation. In the current climate, having a comprehensive customer retention solution is crucial for keeping both long-standing clients and new ones who were drawn in during home isolation.
What Exactly Is a Telecom Loyalty Program?
A telecommunications loyalty programme is a technique for customer retention that aids businesses in keeping their clients by offering hyper-relevant incentives, advantages, extra services, and, frequently, partner offers. Lack of a human touch is a recurring challenge to telecom brands: once the contract is signed, no intrinsic loyalty is developed, and customers start looking at other offers right away when their subscription expires. Programs for telecom customers’ loyalty are created to stop this behaviour:
Omnichannel: These programmes are typically omnichannel to align with the telecom firms’ current comprehensive customer picture. All information should be kept in one location, regardless of how the transaction is completed: online, in person, over the phone, or even through a virtual number.
Fewer customer encounters: To compensate for the industry-wide inefficiency of customer interactions, telecommunication loyalty programmes are well recognised for encouraging data collection and mobile app usage.
Lack of customization The diverse backgrounds and interests of telecom customers make personalisation both desirable and challenging. Telecom loyalty programmes should interact with clients outside of the purchasing cycle to address this issue.
Possibilities in-store: Telecom companies frequently have physical locations where they sell products like smart TVs, cell phones, and other technological accessories. Despite the fact that face-to-face sales are less important now than they once were, businesses still need to know how to use their stores to advertise their loyalty programmes.
The Biggest Challenges for Telecom Companies in Customer Retention
The absence of consumer interactions is this industry’s major challenge. Telecommunications firms rarely get the chance to connect with clients due to the prevalence of subscription-based services. Due to the lack of communication, clients are more inclined to switch providers and leave at the end of the term.
Similar to this, telecom firms gather a wide range of user data, but reward preferences and other personal information are not included in that data. This makes personalisation a difficult endeavour when combined with the dearth of touchpoints. Additionally, competitors can quickly snag loyal clients by simply lowering costs in the absence of pertinent offers and benefits.
A telecoms loyalty programme should, in essence, do the following to better retain consumers and meet industry challenges:
Increase client contact points to allow for customisation
In order to protect customers from the competition, create unforgettable rewards.
Gamification can be used to encourage further participation.
Utilize their native app as a new touchpoint to inform users about the service.
In-store and partner promotions for the loyalty programme
Increasing the Gear of Customer Loyalty
Selecting the ideal provider through your procurement department and beginning a programme require thought and attention depending on your vision for loyalty. Even so, it’s a worthwhile endeavour because you’ll be able to give your customers a better overall experience.
You can schedule a demo with one of our specialists or submit an RFP whenever you’d like to launch or update your own programme.
Don’t forget to download Antavo’s Customer Loyalty Report 2022, a comprehensive report that offers a wealth of data and upcoming market trends to assist you in navigating the world of next-generation loyalty programmes.