Airtel keeps it simple

Here's how the telecom operator is putting the "controls" back into the customer's hand

Telecom market leader Bharti Airtel has just launched a programme ‘Project Next’ to make the customer experience on its platform simple, interactive and transparent. The programme has two legs-retaining high-value post-paid subscribers and demonstrating its much vaunted “Airtel experience” through its newly launched Next-Gen Airtel stores.

In the run up to the launch of ‘Project Next’, Bharti Airtel spent a significant amount of time listening to customers and collating feedback. Based on more than 2,450 hours of observing customers stream in and out of its various stores, the operator has drawn up an exhaustive list of pain-points in the customer lifecycle.