When it comes to billing, we feel like the hamster spinning in the wheel

Study shows cost & billing issues drive 40% of consumers to churn

The Nokia Global Acquisition and Retention Study (2016) examined key drivers of customer retention, surveying 20,000 mobile phone users primarily located in mature markets. The survey revealed that 40% of consumers leave a service provider because of cost and billing issues (see Figure 1). In this blog, I’ll discuss this finding in more detail and address three opportunities that exist for service providers to reduce churn and enhance the customer experience with better plans, targeted offers and promotions … Keep reading the original blog post here 

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