Which accompanies, with varying intensity, the entire customer journey. What research on the messy middle in fact highlights is the centrality assumed. By consumers in the brand communication system: after their attention has been captured. The objective becomes that of building relationships that are as balanced and open as possible. […]
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Messy middle marketing includes methodologies, techniques and tools to engage, persuade, guide and encourage customers to purchase, answering their questions as much as possible and addressing their concerns. The term “messy” (in Italian “disordered”, “messed up”) refers to the complexity, ambiguity and lack of linearity that often characterizes this stage of the buyer […]
Trust is the decisive element to get out of the messy middle and finally proceed with the purchase. The levels of trust needed to take this step vary widely throughout the experience and by category and perceived satisfaction (both in intensity and duration). Information needs and psychological barriers are typical […]
The concept of “messy middle” which has spread in recent years arises. When the principles of behavioral science are applied to the purchasing decision-making process. In both cases, people repeat the entire cycle as many times as they deem necessary. The brand continues to be one of the strongest heuristics, […]
It is inherently bidirectional: by frequently listening to customer needs. It is possible to obtain timely feedback, for example through surveys or requests for evaluations. This feedback loop begins as early as the onboarding phase. During which companies enable new customers to use the service they have purchased. What made […]
Digitalizing customer service not only improves operational efficiency but also reduces environmental impact. By favoring digital communications and streamlining processes, telcos save on costs associated with traditional customer interactions, such as printing and shipping. This transition to digital platforms inherently contributes to a reduction in carbon footprint, transforming these environmental […]
In the intensely digitalized and hyper-connected world we live in. One of the cornerstones of effective customer service is the ability to build robust communication models. By creating precise and engaging messages. Telcos can drive consumers to new calls to action (CTAs) and digital touchpoints such as mobile apps. Customer […]
It is interesting to note that, although the Telco industry constitutes the backbone of contemporary communication, telecommunications companies do not seem to be among the sectors that offer the best experiences to their customers today. According to the State of Customer Churn in Telecom 2022 report , after the pandemic, […]
Constant support: The latest versions of conversational AI, from chatbots to virtual assistants. Can handle routine requests, provide 24/7 support, and allow human agents to focus on more complex, higher-value issues. Predictive analytics can be used to anticipate and address problems before customers even realize they exist. By integrating new […]
It is interesting to note that, although the Telco industry constitutes the backbone of contemporary communication, telecommunications companies do not seem to be among the sectors that offer the best experiences to their customers today. According to the State of Customer Churn in Telecom 2022 report , after the pandemic, […]
In the frenetic and constantly evolving telecommunications (Telco) sector, customer support can undoubtedly be an important growth driver and be more effective than strategies that until recently seemed irreplaceable (such as aggressive pricing policies or promotional initiatives carpet). Customer care in the Telco sector is able to give companies a competitive […]
The telecommunications (Telco) sector plays a vital role in keeping people and businesses connected. As technology evolves and customer expectations increase, Telco companies are both facing challenges that didn’t exist before and taking advantage of new growth opportunities. Among the most significant possibilities that digital transformation offers organizations, many concern customer support activities . In […]
