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The rate at which consumers switch service providers for their home TV, phone, Internet, and bundle services — or churn — is constantly top of mind for telcos and cablecos. In the on-going pursuit for ways to reduce their churn rates and increase customer loyalty, having an in-depth understanding of when and why consumers abandon their service contracts can help prove helpful. Still, every year a large number of customers plan to switch service providers. Why? A handful of motivators — satisfaction with cost, quality of service, and customer care — drive consumers to abandon their current home TV, phone, Internet, and bundle service providers. A preventative — rather than reactive — strategy that focuses on customer retention should be the primary tactic that providers use to reduce churn.
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Churn — the rate at which consumers switch service providers for their home TV, phone, Internet, and bundle services — is a constant concern for product strategists at telcos and cablecos. A better understanding of when and why consumers abandon their ser
Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases. For this report, we took a look at how the correlation betwe
The revenge spending spree that ensued following pent-up pandemic savings in 2022 is over. While consumers take a relaxed approach with their spend, turbulence will arise in consumer conversation with brands from a perfect storm of the 2024 Olympics and the US presidential election.Key takeaways: Hear the top five predictions on how consumers will behave in 2024 and the cultural forces that will influence these behaviors.Get insight into where marketers and companies should focus their energy with the consumer.Target audience level: all levels
In this webinar, hear from Forrester analysts in the B2C marketing and CMO groups about what 2024 holds for media and advertising. Our predictions unearth how media giants will assert their dominance even further in the coming year.Key takeaways:Learn about our 2024 predictions for media and advertising.Equip your teams to build successful media strategies for 2024.Vote on which predictions you think will come to fruition.Target audience level: intermediate
Martech is the engine that makes modern marketing possible. The marketing strategy is DOA without the tech to back it up, and that means CMOs can’t afford to take a passive approach to technology. CMOs must maintain direct involvement in their marketing technology strategy to ensure that investments live up to their full potential.This session helps to better familiarize marketing leaders with martech, including its components and how it’s organized, what it should accomplish, and the relationship between tech and data.Key takeaways:Learn about current martech trends.Understand the CMO’s role in martech strategy.Understand the objectives and composition of an optimized martech stack.Discover opportunities to develop differentiated martech capabilities that support the business.Target audience level: beginner and intermediate
