"Operators should not expect loyalty programmes to compensate for other issues such as dissatisfaction with prices or poor customer service, but they can help with retention."
This report analyses the different strategies for offering loyalty programmes that have been adopted by mobile operators. It also outlines the best practices for increasing loyalty and retention and provides recommendations for mobile operators around the world.
This report answers the following questions:
- What are the different approaches to loyalty programmes that have been adopted by mobile operators?
- What are the pros and cons of the various loyalty programme models?
- What types of rewards can be offered? What are the pros and cons of each type of rewards?
- What is the impact of loyalty programmes on retention and other aspects of operators' performance?
The following companies are featured in case studies.
- AIS (Thailand)
- O2 (UK)
- Ooredoo (Qatar)
- Rakuten Mobile (Japan)
- SK Telecom (South Korea)
- T-Mobile (USA)
- Verizon (USA)