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Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
They offer engaging experiences,
which encourage more customer
spending. Half of telco customers
are willing to pay more f...
They encourage customer loyalty —
and greater lifetime value. 80% of
customers are interested in
proposals for additional ...
They also generate new sales by
increasing the likelihood that
satisfied customers will refer others.
Copyright © 2016 Acc...
Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Acce...
LEARN MORE
about how telcos can redefine their
retail strategies with our full report:
Copyright © 2016 Accenture All righ...
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Telcos Need to Step Up or Step Out of Retail

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Telcos need to stop focusing on selling devices and start focusing on delivering connected digital experiences.

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Telcos Need to Step Up or Step Out of Retail

  1. 1. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Answering the call for personalized customer experiences: Telcos need to step up or step out of retail
  2. 2. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To grow retail revenue, telcos need to shift their mindsets — and their selling models. They need to stop focusing on selling devices and accessories and start focusing on delivering the connected digital experiences that customers now demand.
  3. 3. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Viewing the customer through a current lens? Many telcos segment their in-store customer base according to traffic volume — not according to the bottom-line contribution digitally connected customers can potentially deliver. In search of the elusive retail experience There are several reasons telcos’ retail sales organizations tend to fall short in personalizing the selling experience.
  4. 4. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. A new selling reality for the in-store sales organization. Today, 83% of consumers initiate the purchasing process before they enter a store. They conduct their research and evaluate offers online, where a growing number of digital and social connections could influence their preferences and decisions. In search of the elusive retail experience There are several reasons telcos’ retail sales organizations tend to fall short in personalizing the selling experience.
  5. 5. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. In search of the elusive retail experience There are several reasons telcos’ retail sales organizations tend to fall short in personalizing the selling experience. Aligning incentive with today’s sales strategy. Telcos looking to grow their in-store revenue need to monetize customer experiences. That’s a more complex and nuanced process than selling products or services. It requires different skills, omni-channel experiences, and an understanding of the potential value of every customer interaction.
  6. 6. They offer engaging experiences, which encourage more customer spending. Half of telco customers are willing to pay more for a valuable experience. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. From real estate to real experiences Telcos that deliver connected digital experiences grow sales in three fundamental ways. 1
  7. 7. They encourage customer loyalty — and greater lifetime value. 80% of customers are interested in proposals for additional telco products and services. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 2 From real estate to real experiences Telcos that deliver connected digital experiences grow sales in three fundamental ways.
  8. 8. They also generate new sales by increasing the likelihood that satisfied customers will refer others. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. 3 From real estate to real experiences Telcos that deliver connected digital experiences grow sales in three fundamental ways.
  9. 9. Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. To deliver digitally connected experiences, telcos first need to establish digitally connected retail sales operations. That means they need to do the following: Make digital personal Link sales incentives to value Bridge sales and service Connect customer insights
  10. 10. LEARN MORE about how telcos can redefine their retail strategies with our full report: Copyright © 2016 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. Answering the call for personalized customer experiences: Telcos need to step up or step out of retail

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