Attraction and repulsion in the Americas – The WCX loyalty index

With customers, it is probably always like this: some are not happy, some are ok, others feel they get all they had hoped for, and some just love you.

Customers of mobile telecom providers are not different, but their suppliers are: they constantly try to buy customers away from competitors, which keeps loyalty on a low level and value perception one-dimensional . But even in such a market, loyalty can just come from providing what customers want, as the Canadian provider Telus has shown (Telus are not part of this analysis). Just by not losing customers, they have grown from 4th to 2nd supplier within 5 years.