TELECOMMUNICATIONS

Crowded, costly and cut-throat competitive. The telecommunications industry is piloting the information age, delivering voice, data, graphics and video at growing speeds and in an increasing number of ways. 

The line between providers has already begun to blur as consumers evaluate a variety of choices in products and services and gain bargaining power.  Basic phone and data services are, for the most part, already treated like a commodity in which customers seek low prices from companies that offer the most reliable service. 

In this playing field, the time is now for telecom companies to outwit the competition and distinguish themselves by producing exciting products and services that anticipate and match the evolution of consumer desires.   And at the same time, in order to secure fickle consumer loyalty, companies must augment their great product innovation with unequaled customer service.

Learning from Gadget Buyers and Service Shopper Posts in Consumer Generated Media

Umbria analysis delves into shopper posts, blogs, and message boards, giving telecommunications companies insights into perceptions of their brand, products, consumer preferences, and emerging trends, answering questions like the following:

• What are the drivers behind brand preference and device selection? How is your company viewed versus the competition?  
• What new trends are emerging?
• How can you be the first to understand what different customer segments are saying?  
• What does Generation Y care about versus Gen X or Baby Boomer?  Male versus Female?