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Industry

Telecom and technology

Operators, devices and technology companies, in fast-moving and crowded markets.

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Operators, device makers and technology firms compete in crowded markets where offers change fast and switching is easy. The work balances big launches and brand building with a constant flow of offers and upgrades, and with the fight against churn. Customers meet the brand most often through bills, apps, stores and support, so service messages are a large part of the communication.

What matters when choosing

  • Lifecycle communication that reaches customers at renewal, at upgrade and when they are at risk of leaving.
  • Clear, consistent prices and terms across ads, sites, stores and partners.
  • The ability to launch with advertising, PR, events and retail ready on the same day.
  • Community and help content that answers questions before they turn into complaints.
  • Measurement of churn and customer lifetime value alongside acquisition.

Questions to ask vendors and agencies

  1. How does this help us keep the customers we have, not only win new ones?
  2. How do offers and prices stay the same in every channel and with every partner?
  3. Can service messages and campaigns share data, consent and tone of voice?

Common mistakes

  • Spending heavily to win customers from rivals while losing as many through poor service.
  • Promoting offers that rely on fine print, which bring complaints and cost trust.

Typical disciplines Advertising (TV, radio, print, cinema) CRM and loyalty Digital advertising Sponsorship Community and word of mouth Events and experiential

Platforms that fit (1)

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  • Talon.OneBuilt for Telecom and technology
    Strong match100