The Untapped ‘Thank You’ - Why Telco Loyalty Is Ready For A Revolution

• The growing problem with over reliance on bundles and ‘one size fits all’ campaigns
• The key to creating deeper emotional resonance with customers
• The need to think less like a telco and more like a marketing company
• How to buck the post-pandemic trend that has seen telco loyalty dip by 22%
• Some of the world’s most stand-out examples of successful telco loyalty programs, with habitual scale.

“Unlike a forgotten subscription, every coffee, every dinner, every trip quietly reminds a customer why they chose the carrier, and more importantly, why they stay,” explains Jay.

“It’s this carefully curated way to say “thank you” which creates positive memory, joy and a path to brand advocacy. But still so many telcos default to familiar programs which may have worked ten years ago, but they don’t work now.” 

1. Anchor your strategy in behavioural insight
2. Personalise everyday experiences
3. Implement gamification to transform routine interactions into engaging journeys.
4. Layer rewards strategically
5. Differentiate to avoid being vulnerable to nimble MVNOs
6. Leverage cross-industry learnings from financial services