Calling all telecom retailers: Increase repeat business and contract renewals.

Consumers have many choices across service providers, and capturing and retaining their wallet share depends on delivering great experiences. You must measure the customer experience at multiple points in their relationship with you to retain their business. What was the first experience like? How are you engaging customers before contract renewals are due? How do you identify and encourage lapsed customers to come back? Market Force customer experience surveys measure your customers’ perceptions of value, identifies customers who may defect, and provides critical information about how to create repeat business.

Not all customers have equal value. Some will be very receptive to your brand, others will not. Some present high-value opportunities for growth, others will only consume your resources without much return. Market Force delivers in-depth customer segmentation studies that identify clearly defined customer groups, attaches a value to them, describes them, identifies engagement strategies, and prioritizes opportunities for investment.

 A leading telecom provider was in a fierce competition for market share. They had used mystery shopping sporadically as a tool to check on their retail locations, and customer satisfaction surveys to gather consumer feedback, but executives had lost enthusiasm for the program. They just weren’t seeing any meaningful detail on how they were performing, and more importantly, what they should do about it.