IBM\u2019s most recent global telecommunications consumer survey reveals that the deteriorating economic conditions in many European countries and the empowerment of the consumer exert negative pressure on the business of communications service providers. The results shed light on a budget-conscious, demanding consumer spending an increasing amount of time online, more apt to interface with their friends and family over social networks sites about their services rather than communicate directly with the provider. Many consumers\u2019 are growing less loyal as their expectations rise and as they take advantage of new channels of information. The paper gives recommendations how providers can gain competitive advantage by deepening their consumer insights, encourage interactions and create an emotional connection to their consumers as seen in other industries.<\/p>","DOI":"10.4018\/jitn.2012040103","type":"journal-article","created":{"date-parts":[[2013,2,5]],"date-time":"2013-02-05T22:21:46Z","timestamp":1360102906000},"page":"38-47","source":"Crossref","is-referenced-by-count":0,"title":["How Recession and the Empowerment of Consumers Impact the Telecommunications Industry"],"prefix":"10.4018","volume":"4","author":[{"given":"Bob","family":"Fox","sequence":"first","affiliation":[{"name":"IBM Global Business Services, USA"}]},{"given":"Rob","family":"van den Dam","sequence":"additional","affiliation":[{"name":"IBM Global Business Services, The Netherlands"}]}],"member":"2432","reference":[{"key":"jitn.2012040103-0","unstructured":"Bleuer, W. (2007). CFiq versus NPS. Retrieved from http:\/\/thecustomerinstitute. blogspot.com\/2007\/09\/cfiq-versus-nps.html"},{"key":"jitn.2012040103-1","unstructured":"ComScore. (2010). comScore ARS reports decline in loyalty for many consumer goods brands during recession. Retrieved from http:\/\/www.comscore.com\/Press_Events\/Press_Releases\/2010\/ 5\/comScore_ARS_Reports_Decline_in_Loyalty_for_Many_Consumer_Goods_Brands_During_Recession"},{"key":"jitn.2012040103-2","unstructured":"Fenn, D. (2010). 10 ways to get more sales from existing customers. Retrieved from http:\/\/www.inc.com\/guides\/2010\/08\/get-more-sales-from-existing-customers.html"},{"key":"jitn.2012040103-3","year":"2011","journal-title":"2011 global telecommunications consumer survey: The consumer survey has been conducted in Australia, Belgium, Brazil, Canada, China, Cyprus, Czech Republic, France, Germany, Greece, India, Italy, Japan, Mexico, the Netherlands, Poland, Portugal, Russia, South Africa, South Korea, Spain, Sweden, the United Arab Emirates, the United Kingdom and the United States"},{"key":"jitn.2012040103-4","unstructured":"Satmetrix. (2008). Net promoter economics: The impact of word of mouth. Retrieved from http:\/\/www.seo-optimise.com.au\/documents\/wom-behaviours.pdf"},{"key":"jitn.2012040103-5","unstructured":"Schaefer, M., & VanTine, L. (2010). Meeting the demands of the smarter consumer. Armonk, NY: IBM Institute for Business Value."},{"key":"jitn.2012040103-6","unstructured":"Vaishnav, B. (2011). Airtel adopts social media strategy. Retrieved from http:\/\/www.buzzom.com\/2011\/07\/airtel-adopts-social-media-strongly-customers-can-live-chat-in-facebook-and-orkut\/"}],"container-title":["International Journal of Interdisciplinary Telecommunications and Networking"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=67576","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T17:12:36Z","timestamp":1654103556000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jitn.2012040103"}},"subtitle":["A European Perspective"],"short-title":[],"issued":{"date-parts":[[2012,4,1]]},"references-count":7,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2012,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jitn.2012040103","relation":{},"ISSN":["1941-8663","1941-8671"],"issn-type":[{"value":"1941-8663","type":"print"},{"value":"1941-8671","type":"electronic"}],"subject":[],"published":{"date-parts":[[2012,4,1]]}}}