TELECOM

INDUSTRY
CUSTOMER
RETENTION
SUBMITTED BY:
GARIMA
GOPINATH

D MANIKANTA
G ANVESH
G ABHILASH
DIVI DURGA PRASAD
 CUSTOMER RETENTION- HOW?
Price Fairness

Customer Satisfaction
Network

Customer Care

Customer Retention

Brand attitude
 PRICE FAIRNESS
 Price Sensitivity of Customers
 NETWORK
 Trigger of competitive advantages in industry
 High Quality and Availability of Network
 Indoor Connectivity
 Network Upgrades – 5G
 BRAND ATTITUDE
 Quality Positioning
 Consumers want to know your products and services are reliable, durable, and worth
the cost.
 Benefit Positioning
 Highlight the best features of the products. E.g., “Our product can make your life
easier — here’s how.”
 Emotion, Humor, Wittiness
 Works for them.
 Pitching of Taglines-

 Airtel- “The Smartphone network”

o ‘Jo tera hai wo mera hai, jo mera hai wo tera’

 Idea- “An idea can change your life”

o ‘Get idea’

 Vodafone- “Power to you”

o ‘Happy to help’

 Jio- “Digital life”

o ‘Jio dhan dhana dhan’

 CUSTOMER SERVICE

Listen to what your customers are saying

Don’t just be open to feedback. Action it!

Anticipate customer behavioral patterns

Be available for them

Provides customer care facility

 GROWTH THROUGH TECHNOLOGY

 E-Sim

 Internet of Things (IOT)

 M & A, partnerships with streaming and media Services

 IN A NUTSHELL..

• In any service industry, customer retention has been imperative in order to have
an edge over the competitors.

• Telecom industry is no exception.

• Brand communication & positioning and customer service plays an important

role in order to retain the customer.

• Technology Driven Services to the customers .