The Role of Social Media in Building Loyalty among Telecommunication Customers

Abstract

Advancement Social media is a significant part of many people's lives, providing a platform for communication, connection, and the sharing of information and content. Social media has become an important tool for telecommunication companies to provide customer support and address customer complaints. Customer loyalty is important in the telecommunication industry as it can lead to increased revenue and reduced marketing costs. Telecommunication companies can work to build and maintain customer loyalty by providing high-quality products and services, excellent customer service and support, and using loyalty programs and incentives. Social media can play a role in building customer loyalty by facilitating communication and interaction with customers, providing personalized marketing and support, and building strong relationships. Many telecommunication companies have dedicated social media accounts or pages for customer support, where customers can ask questions, report problems, or seek help with issues they are experiencing. This research attempted to show how unsupervised learning can be applied to cluster telecommunication customers into different groups based on loyalty so that telecommunication companies can focus on each group with distinct loyalty-boosting strategies.  However, telecommunication companies need to be cautious and careful in their use of social media to ensure that it does not have negative consequences on customer loyalty. In addition to social media interactions, it is important for telecommunication companies to consider the overall customer experience in building and maintaining customer loyalty. This includes the quality of products and services, the level of customer service and support, and the value that customers perceive they are receiving.