Customer loyalty to telecom providers is down 22% post-pandemic. New research shows that consumer stickiness is impacted far more by the customer experience than ever before. Most notably, frustration with poor agent service and lack of self-service channels has exploded.
This report covers the key drivers behind churn post-pandemic and how customer expectations of their telecom service providers have changed. Insights include:
- How have loyalty trends shifted since the pandemic?
- The cost of poor experiences on loyalty behavior
- What makes a customer more likely to churn to your competitors?
- Which retention strategies are most effective, and which are a drain on resources?
- And more…