Optimising Retention Programmes and Maximising Telco Loyalty

The telecom industry will continue to face market saturation and increased competition, presenting both an opportunity and a threat. Operators are constantly pushing boundaries with product and service innovation among the key strategies to improve customer retention and reduce churn. But they need to recognise that the strategies to attract new customers are subtly different from those that retain established subscribers.

Competing on price alone is unsustainable. Enhancing customer care and engagement will be the differentiating factor going forward. Positive customer experience has showed the highest correlation with overall customer satisfaction levels in countless studies; but it can be a costly investment.

Telco operators will also have to accept that disruptive technologies and business models – such as VoIP, mobile broadband and over-the-top TV – presents unique challenges for incumbent telecoms and media companies. To ensure future success, stakeholders in the telecoms and media sectors must need a good grasp of user demands and the impact of new technology developments on business models.

The 12th Annual Minimising Churn and Building Customer Profitability conference will focus on:

• Utilising innovative churn management strategies to increase customer loyalty and to leverage existing customer assets
• Optimising the Customer Experience Management
• Implementing and fulfilling a customer segmentation strategy
• Reducing churn via prediction models
• Innovating loyalty programs to enhance customer experience and increasing ARPU
• Enhancing employee loyalty to impact customer satisfaction
• Strengthening brand positioning and service offerings for greater customer engagement
• Customer-centric operator case studies