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  "documentTitle": "Embracing the Loyalty Equation",
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      "text": "As our research (Figures 3-4) revealed, devices top the trust chart. Many consumers are device loyalists, and the loyalty equation bears witness to this. The overall experience of a device is visceral, and device manufacturers invest considerable resources in building, refining and enhancing their customer engagement offerings. Telcos can learn from their device partners.",
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      "text": "Our research and work with clients show that while trust is a strong opening position, where telcos enjoy an advantage, many consumers leave their providers in pursuit of a better outcome on these other two dimensions.",
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