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May 19, 2022

How to Know If Your Subscribers Love You

Keeping subscribers happy and building subscriber loyalty has been shown to lead to increases in profitability. So, how do you determine if you have subscribers who won’t ditch you for the competition?

Understanding where you stand with your subscribers is the first step, and according to recent A New Digital-First Imperative for Customer Support report, nearly 50 percent of broadband service providers are looking at customer-focused metrics like Net Promoter Score (NPS) and customer satisfaction scores.

But knowing is only the first step. To improve loyalty, it is critical that you take the next step and introduce these powerful indicators to your business in a scalable and repeatable way.

Watch as we talk with experts from two service providers: Nick Colton, Director of Technical Support and IT with ALLO Fiber and Sharon Hayes, Application Development Coordinator with Horry Telephone Cooperative who improves customer experience in significant, business impacting ways. You’ll learn about the tools and processes they are using in day-to-day business operations to measure and improve customer retention.