Customer expectations from retail experiences have changed drastically in the past few years. Retailers are now expected to offer a seamless omnichannel experience, quick device activation times, and personalized experiences to their customers. It is not surprising that telecom retailers have struggled in the face of these significant changes, with legacy systems unable to keep up–sometimes leading to poor customer experiences. There is no doubt that customer loyalty and advocacy are crucial to ensuring competitiveness in the telecom retail industry. 60% of consumers will become advocates for a brand they are loyal to. But securing advocacy isn’t an easy task. It takes at least five purchases to earn customer loyalty, yet 32% of consumers will walk away from a brand they’ve otherwise loved after just one bad experience. Telecom retailers simply do not have the luxury of waiting for systems to improve. They need to proactively build customer engagement strategies now.
Here are a few ways telecom retailers can deliver great experiences to customers by adopting integrated solutions and emerging AI technologies. Create consistent, seamless omnichannel experiences. The retail industry has changed massively in the last decade. Customers have gone from buying primarily in-store to making purchases across a multitude of channels, including online via e-commerce sites, as well as starting their journey on social media. Gen Z, as true digital natives, is extremely comfortable with mobile shopping, and this trend will continue for Gen Alpha, as well. However, in-store shopping isn’t going anywhere, either. Businesses that embrace the omnichannel trend see a 13.5% growth, which is why positive omnichannel experiences that directly address customer pain points are a necessity. Retail operators must implement policies and systems that reduce inconveniences, and facilitate efficient interactions between customers and brands. Additionally, the popularity of buy-online-pickup-in-store (BOPIS) has been growing, and retailers need to optimize their systems to ensure that customers have a seamless online-to-in-person experience. Telecom retailers can incorporate software that integrates point-of-sales solutions with e-commerce and e-commerce platforms, ensuring customers can interact with retailers across multiple platforms, from physical stores to mobile apps. A unified omnichannel sales process will enable telecom retailers to deliver frictionless customer experiences wherever customers are.
