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  "documentTitle": "Embracing the Loyalty Equation",
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      "text": "If there's one thing the communications industry has gotten right, it's trust. Consumers have confidence in their communications providers to protect data and provide services. Our research finds that telcos rank among the top three providers when it comes to consumer trust based on data security. Yet that trust is not matched by loyalty.",
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      "text": "With the B2C connectivity market saturated and challenges on customer stickiness there is not much headroom for growth, this maybe why many CSPs are deprioritizing B2C. Customers are noticing this, raising the risk of it turning into a vicious circle, with even more choosing to walk away. The result? Declining average revenue per user (ARPU) and higher customer service costs in a downward feedback cycle.",
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      "text": "If there's one thing the communications industry has gotten right, it's trust. Consumers have confidence in their communications providers to protect data and provide services. Our research finds that telcos rank among the top three providers when it comes to consumer trust based on data security. Yet that trust is not matched by loyalty.",
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      "text": "The industry and its operators have a choice: continue to compete on pricing as undifferentiated telecommunications utility providers or return to higher margin growth with a renewed consumer approach. Our report shows how to build on the advantage of trust by offering unparalleled customer experience and meeting unmet needs with new personalized services.",
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