What's the role of customer inertia versus cutting a deal in the services sector?

What's the role of customer inertia versus cutting a deal in the services sector?

It’s safe to say that the COVID19 epidemic has caused ripples in most industries and consumer behavioural trends worldwide. This whitepaper focuses particularly on how the pandemic has impacted and evolved consumer lifecycles, attitudes, expectations and behaviours across the services sector, specifically in utilities (electricity, gas and water), telecommunications (phone and data) and insurance (home, motor and health).

The study explores how “the new normal” has shaped trends relating to switching providers and brand loyalty across these sectors, delving into the following consumer lifecycle topics: • provider relationships • onboarding experience • bill shock and scrutiny • ongoing usage and desired communications • loyalty, renewals and switching.

Finally, recommendations for service providers to optimise customer retention are provided.

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