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It’s no exaggeration to say that the telecommunications sector is undergoing a revolution. In a […]
GSMA’s recently released The Mobile Economy Africa 2016 report found that more than half a […]
Mobile broadband popularity in South Africa is at an all-time high, and this trend is […]
SA’s first cellular operator Vodacom is set to aggressively develop its fixed-line business, with […]
Leading e-commerce companies – like Amazon, eBay, Groupon and Paypal – report that there’s […]
The price of cell phone calls is set to take a dip now that […]
Developing brand affinity is an important part of establishing customer loyalty. In order to establish a long-term, beneficial relationship with your consumer, the experience delivered at point of sale is key. As part of our global study on customer experience in the mobile market, we established that customer experience has become a C-level and board priority for the majority of telecommunication operators.
With the vast majority of the South African population operating in the feature mobile market, top-up and prepaid services are the norm. Contracts can be expensive, and when you’re watching every rand and cent, a reality for many South African consumers, affordability is a big consideration.
Contemporary brand thinking promotes the practice of building a brand internally first before expanding outwards. This includes instilling a sense of brand stewardship in all employees – especially those that actively engage with the consumer.
At present, South Africa is home to one Mobile Virtual Network Operator (MVNO) – Virgin Mobile. With talk of Orange entering the market as a MVNO in the very near future, we unpack the complexity of the online customer experience and discuss how MVNOs appear to be leading the way.