Telecommunications

Customer Experience – Market Research – Business Consulting

The telecommunications industry is experiencing profound changes in recent years, due to the continuous fall of prices, the growing role of distribution channels and the persistence of infidelity in many customer segments.

Margins are lowering, but companies need to invest with the aim of both reaching distinctive positioning and supporting continuous promotional campaigns. Valdani Vicari & Associati (VVA) has gained significant experience in business consulting and market research in the telecommunications sector. The company has worked with almost all major players in the market, particularly in mobile telecommunications.

The Business Consulting practice has gained experience in:

 

  • the development of channel strategies and customer experience strategies; 
  • the redesign of processes, roles and tools for commercial networks; 
  • the start-up of new virtual operators; 
  • the development of roaming agreements. 

 

The Market Research practice has also conducted ad hoc studies, in order to:

 

  • identify a distinctive positioning of the brand compared to its main competitors, outlining possible guidelines for the optimization of the offering system; 
  • develop and implement a monitoring model of distribution channels through the “Mystery Shopping” approach (a tool that allows to provide a customer-centered culture, which assigns central importance to the customer experience); 
  • analyze the customer experience throughout all phases of the buying process, through qualitative and quantitative market researches.

 

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