Airtel assures to go an extra mile for its customers
By MYBRANDBOOK
Airtel said that it has set itself a target of answering and resolving every single customer query, learn quickly from failures and ensure they don’t get repeated. And the company is taking this message to customers across India through a bold multi-channel marketing campaign.
Airtel is further raising the bar as part of its mission to deliver best-in-class services to customers.
The current times have put telecom services and reliable connectivity at the core of the daily lives of customers. Be it Work from Home, Virtual Classrooms, Online shopping, or Digital Entertainment, telecom networks have become the backbone for accomplishing most things from within the safety of our homes.
Consumer centricity has always been at the heart of everything that Airtel does, but during these testing times, the brand has realized that a network provider’s responsibility towards its customers has never been greater. Airtel acknowledges that it not only has the responsibility to provide access to high-quality telecom services but also to give answers to all their service related queries by responding and resolving them in a quick and transparent manner.
The company has already taken big strides in this journey and these are some of its key recent initiatives to make sure that customers get the best possible service experience.
In the last three years, Airtel has invested over Rs 70,000 crores in high-speed network rollouts. It has led the introduction of new technologies such as pre-5G Massive MIMO and Carrier Aggregation. The result is Airtel being consistently rated as India’s top mobile network by multiple experts.
More recently, Airtel became the first mobile operator in India to launch Voice over Wi-Fi to solve the indoor coverage issues faced by its customers. Today, millions of happy customers enjoy seamless indoor coverage over Airtel Vo-Wi-Fi.
Culture of Customer Obsession: The Airtel Management Board meets every morning to review customer queries, resolution mechanisms and timelines, and the learnings from customer feedback.
Airtel’s new campaign will run across TV, Digital and Print to communicate the company’s promise to customers. The campaign has been conceived by Dentsu-Taproot, led by Pallavi Chakravarti and team.
“The relationship between Airtel and its customers has never been more important, and to serve them even better we have decided to take our customer obsession to the next level. We know that "ZERO questions" is an IMPOSSIBLE utopian thought especially for a telecom brand, but that won’t stop us from trying because we know that the closer we get to ZERO, the happier our customers will be. We promise to be humble, learn every time we fail and be relentless in our approach. For us, this is not just a campaign, we are now re-engineering the entire organization towards this goal and are obsessed with building a culture of consumer centricity,” says Shashwat Sharma, Chief Marketing Officer, Bharti Airtel.
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