Observed Signal · Oct 4, 2024 · Survey/Research · Source: CMSWire · Impact: 2/5 · Sentiment: Neutral
Telecom Brands with Exceptional Support Boost Loyalty, Study Finds
A study by CX4ROCKS and bespokeCX, in partnership with OnResearch, surveyed 659 telecom customers in the US and Canada. It found that top-performing telecom brands are three times more likely to provide exceptional customer support, which significantly increases loyalty. Key factors include cross-channel consistency, compassionate communication, and seamless transitions from self-help to live agents. The research highlights challenges in handling common issues like network and billing problems, and notes that top brands excel in channels like mobile apps, social media, email, and chat. The findings underscore the importance of integrated support strategies for enhancing brand perception and customer loyalty.
Provides insights on customer support best practices for telecom brands, relevant to MarTech and CX strategies.
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Key Takeaways & Evidence Grounding
- Top telecom brands are 3x more likely to provide exceptional support than middling brands.
- Customers who receive outstanding support are 15x more likely to report increased loyalty.
- Brands training staff in compassion are 2.4x more likely to deliver professional support.
- Top brands make mobile app and social media support 1.8x easier than middling brands.
- Survey conducted by CX4ROCKS and bespokeCX with OnResearch, involving 659 customers in the US and Canada.
Connected Companies & Entities
5 Entities mapped“included national and regional brands such as Verizon, AT&T, T-Mobile......”
“included national and regional brands such as Verizon, AT&T, T-Mobile......”
“included national and regional brands such as Verizon, AT&T, T-Mobile......”
“included national and regional brands such as Verizon, AT&T, T-Mobile, Comcast......”
“included national and regional brands such as Verizon, AT&T, T-Mobile, Comcast, Cox Communication, Cincinnati Bell......”
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