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Telecom

Quality customers, brilliant experience: How Airtel’s strategic focus helped it make a strong comeback

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Quality customers, brilliant experience: How Airtel’s strategic focus helped it make a strong comeback
Quality customers, brilliant experience: How Airtel’s strategic focus helped it make a strong comeback
Getty Images
From Left, Sunil Bharti Mittal, Founder and Chairperson, Bharti Enterprises; Gopal Vittal, CEO and MD, Bharti Airtel; image credit: BCCL

Synopsis

Strategic focus on quality customers and the never fading obsession for providing the best experience to customers has been the key mantra behind Airtel’s strong comeback over the past few years. Though it had its own share of ups and downs, the sharp focus on the vision and flawless execution helped it navigate the odds.

Launch of 4G, a formidable disruption, merger of two big competitors… The Indian telecom market has seen a lot of drama over the past decade or so. Launch of 4G services in 2012 marked the emergence of a new era in the connectivity domain. Back then, the market dynamics were very different with over a dozen telecom service providers. Come 2023, the market is left with three private, and one public sector player. While BSNL is still struggling to
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