You can’t get ahead if you’re not looking around the corner.
While immediate success is dependent on positioning that favors high quality, reliable and affordable data and voice service, there exists opportunity for competitive differentiation via operations: customer care, sales and billing.
Chatbots are becoming a familiar way for consumers to interact with brands. Digital natives especially are more comfortable with the technology—even if it can, at the present, prove somewhat frustrating.
Social Customer Service
It’s undisputed that social media has transformed how marketers engage with customers in the last decade. Yet only in the last few years have brands really begun to leverage the medium in support of an omni-channel experience.
Everything is a Play to 5G.
Global telecomm leaders believe that the aggressive promotion of 5G will secure them new customers. Given that “mobile” 5G will at first do nothing more than provide a bandwidth boost, the promise of more speed, greater efficiency and less latency once in market could fall flat and fast with consumers. Accordingly, for all the hype about expansion into new value-added service areas, operators, at least for the moment, continue to put the marketing artillery in the connectivity fight.
That doesn’t mean consumers won’t react, though. Early adopter targets, seeking the latest phone or other connected device will, no doubt, want the latest and greatest mobile service—especially if the neighbors already have it—haloing tech leadership positions for those that own 5G before their competitors, even if only in the mind of consumers.