Loyalty is the key to growing profits for mobile operators in a saturated market. However, loyalty programs have failed to deliver when it comes to increasing customer loyalty. Mobile brands need to earn loyalty by focusing on improving the overall customer experience across all touch points instead of trying to buy customer loyalty using discount programs.
This report answers the following key questions on building customer loyalty:
1. Why should mobile brands build customer loyalty?
2. How does loyalty impact a brand's revenues & word of mouth?
3. Why don't loyalty programs work?
4. How can mobile operators and smartphone brands build customer loyalty?