CSPs use social media and sub-brands to improve customer centricity. Customer centricity emphasizes long term interactive relationships by focusing on satisfaction, engagement and service for all CSPs.
Getting closer to customers and engaging with them in more innovative ways is a primary objective for all CSPs, especially in mature markets with intense competition and those with high percentages of millennials. A key part of this is engaging through more channels and specifically through social media and sub-brands.
This report explores what CSPs should avoid and how they can fast-track their own utilization of social media and sub-brands that will help shape a more relevant customer experience for millennials.
Author: Catherine Haslam, Senior Analyst, TM Forum