Telecom is one of the more challenged industries in the area of customer retention. Ever evolving technologies, aggressive marketing and failure to meet customer expectations have resulted in relatively high percentages of customers changing providers.
More than one quarter (26 percent) of wireless customers changed providers in 2012, up from 21 percent in 2011, according to the Accenture Global Consumer Survey of more than 12,000 customers in 32 countries.
“The wireless companies in the U.S. had been getting better – ATT....