It takes one bad experience to dampen consumer brand loyalty. Telecommunications providers take note: from mobile to broadband to OTT, learn how to anticipate consumer behavior for a seamless customer experience. Learn more at http://ibm.co/telecomanalytics.

1. TELC S
4 lessons
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can learn from delivering
bad customer service

2. Robocalling. Network degradation.
Billing problems.
Just the mention of
these issues makes
our collective
blood boil.
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3. Telco troubles happen.
How can communication service
providers recover from a poor
customer experience?
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4. Lesson 1: Know your customer
Hello, Mr. Wayne.
Um, don’t you
mean Ms. Pearl?
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5. Use technology that helps you
anticipate interactions—including
dashboards that offer a look at profiles,
usage and behavior—for a well-rounded
view of your customers.
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Lesson 1: Know your customer

6. Lesson 2: Ensure that your
network—well—works
Not
connected
Limited
service

7. Network degradation leads to customer
churn. Use tools to predict network
quality issues before the
customer service storm strikes.
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Lesson 2: Ensure that your
network—well—works

8. Lesson 3: Streamline billing
No online bill pay?

9. Use analytics solutions to identify
triggers that might lead to customer
drop-off—from not having mobile
payment options to failing to
introduce the right offers during
every customer engagement.
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Lesson 3: Streamline billing

10. Lesson 4: Enhance the customer
experience with personalized marketing
A free coupon for
dish installation?
But I have
broadband.”

11. Don’t leave brand loyalists hanging. Use
opt-in programs that draw on social
media data, mobile searches and other
customer experience insights to target
high-value customers with real-time offers.
IBMAnalytics
Lesson 4: Enhance the customer
experience with personalized marketing

12. IBMAnalytics
Do more than triage the situation—start
earning customer loyalty and preventing
customer churn.
Leverage customer insights in real-time with
IBM Customer & Network Analytics.
ibm.co/telecomanalytics