Light Reading
Video

How to Lose Customers & Alienate People

50%
50%
9:10 AM Changes that AT&T and Verizon keep making to their data plans could send customers into their competitors' arms
Newest First  |  Oldest First  |  Threaded View        ADD A COMMENT
Page 1 / 2   >   >>
DCITDave
50%
50%
DCITDave,
User Rank: Light Beer
12/5/2012 | 5:23:21 PM
re: How to Lose Customers & Alienate People


It might violate FCC rules, according to the NY Times Bits blog.

shygye75
50%
50%
shygye75,
User Rank: Light Sabre
12/5/2012 | 5:23:21 PM
re: How to Lose Customers & Alienate People


What do you think the tipping point is for a significant number of users (let's say, 5-10% of the customer base) to switch SPs? Is it a 10% price difference? 20%?

SReedy
50%
50%
SReedy,
User Rank: Blogger
12/5/2012 | 5:23:21 PM
re: How to Lose Customers & Alienate People


Verizon says that its current customers are not required to sign up for a Share Everything plan, even if they upgrade. Only new customers have to choose a data bucket.


A Verizon spokeswoman writes: From the day of announcement, we have been very clear, existing customers can keep the plans they are on now, move to the Nationwide Usage Based data plans OR move to Share Everything Plans.  It is their choice.  Even customers who have unlimited data plans can keep those plans if they like and pay full price for their mobile device.  Additionally, many, many customers are finding that Share Everything Plans are actually saving them money because they no longer have to purchase separate data bundles for each device.  The only people who must select from our Share Everything Plans are people who are new to Verizon Wireless.

SReedy
50%
50%
SReedy,
User Rank: Blogger
12/5/2012 | 5:23:21 PM
re: How to Lose Customers & Alienate People


I realize I'm speaking purely from a consumer point-of-view, but I do find it frustrating that prices keep going up at the big two operators and changes positioned as innovation end up limiting or costing their customers. Contracts will keep a lot of customers from leaving, but for those that are ticked, there's a lot of options for them to explore. 

shygye75
50%
50%
shygye75,
User Rank: Light Sabre
12/5/2012 | 5:23:20 PM
re: How to Lose Customers & Alienate People


So the prospect of "losing customers" (to borrow from the headline for this post) because of changes to pricing structures is kind of nebulous. Customers tend to put up with an awful lot (including higher prices) before switching suppliers because of convenience. Verizon and to a somewhat lesser extent AT&T have very high ratings for service reliability and coverage reach. That helps to justify a higher price.

SReedy
50%
50%
SReedy,
User Rank: Blogger
12/5/2012 | 5:23:20 PM
re: How to Lose Customers & Alienate People


I think it depends on what their situation is. If they're upgrading from a feature phone and aren't locked into a contract currently, they'd probably explore their options as soon as they heard the price. Even if they already had a smartphone, they might explore other carriers. If it's someone who already is paying data and would face an ETF, then it'd have to be a really high price difference, I'm sure.

DCITDave
50%
50%
DCITDave,
User Rank: Light Beer
12/5/2012 | 5:23:19 PM
re: How to Lose Customers & Alienate People


There were probably an equal number of people from AT&T that wanted an iPhone and found Verizon as a haven because they were "new customers."


Making it expensive to switch is how you keep customers and pay for those $699 devices everyone wants for $99. Keeping customers happy is another matter, but having a nationwide network helps a lot.

SReedy
50%
50%
SReedy,
User Rank: Blogger
12/5/2012 | 5:23:19 PM
re: How to Lose Customers & Alienate People


I guess it was widely reported incorrectly that Verizon is forcing existing customers to upgrade, but it is clearly the preferred path. I called four different stores, asking about upgrading, all of which first mentioned the Shared plans. When I said I wanted to stay on a tier, they said the $30 2GB plan was still an option, otherwise I'd have to do a tiered plan. I had to know to ask for a higher, individual tier, before they mentioned they were still on the table. Very confusing, but normal marketing practice when you're promoting something new, I suppose.

derac
50%
50%
derac,
User Rank: Light Beer
12/5/2012 | 5:23:19 PM
re: How to Lose Customers & Alienate People


I was a VZ wireless customer for over 20 years.   I wanted to finally jump on the iPhone bandwagon last year and called VZ asking if I could switch phones and upgrade my plan.   Sure.. for the full price of an iPhone.   I explained that I could go to ATT and get an iPhone for $199.   Did they want to lose a long time customer ?   They didn't care.   I went to ATT.  

FbytF
50%
50%
FbytF,
User Rank: Lightning
12/5/2012 | 5:23:17 PM
re: How to Lose Customers & Alienate People


Literally I just switched carriers yesterday, well actually I switched a month ago but kept Verizon active till I was sure I was happy.  I went with an MVNO and cut my Verizon bill in half, canceled Verizon yesterday.

Page 1 / 2   >   >>
Flash Poll
From The Founder
Ericsson's Hyperscale Datacenter System (HDS) 8000, featuring Intel's Rack Scale Architecture, caused a stir when it was announced at MWC 2015. For more on this revolutionary product, join me on Thursday, April 30 at 12:00 p.m. EST for a Super Webinar event, A New Hardware Paradigm for the Telco Data Center.
LRTV Documentaries
Cox Eyes Cloud-Based Home Networks

4|27|15   |   05:30   |   (0) comments


Cox's Jeff Finkelstein explains how moving services to the cloud will let cable deliver services faster and eliminate constant hardware replacements.
LRTV Documentaries
CableLabs' Clarke Updates Cable Virtualization

4|23|15   |   05:41   |   (1) comment


Former BT exec now leading CableLabs' NFV and SDN efforts explains key role of open source and updates efforts to virtualize the home network.
LRTV Interviews
Ericsson's CTO Talks Transformation: Pt. II

4|23|15   |   08:19   |   (1) comment


In the second installment of an in-depth two-part interview, Ericsson's CTO Ulf Ewaldsson talks to Light Reading CEO and founder Steve Saunders about cultural change, network slicing and technology advances.
LRTV Interviews
Ericsson's CTO Talks Transformation: Pt. I

4|23|15   |   09:27   |   (3) comments


In the first installment of an in-depth two-part interview, Ericsson's CTO Ulf Ewaldsson talks to Light Reading CEO and founder Steve Saunders about the incredible transformation underway in the communications networking industry.
LRTV Documentaries
LTE Paves the Way for the 5G Revolution

4|20|15   |   4:20   |   (0) comments


Håkan Andersson, head of 5G product strategy of the Radio Business Unit at Ericsson, discusses the role of LTE, the US and other industry verticals in building a true 5G ecosystem.
LRTV Documentaries
The 3GPP's Road to 5G Standardization

4|17|15   |   4:43   |   (0) comments


Satoshi Nagata, chairman of the 3GPP's TSG-RAN group and a manager at NTT Docomo, explains the standardization process for 5G, as well as the biggest challenges and opportunities.
LRTV Documentaries
AlcaLu CTO Makes the Case for a New 5G Air Interface

4|16|15   |   3:54   |   (0) comments


Michael Peeters, CTO of wireless at Alcatel-Lucent, explains why 5G will require a new air interface to meet its diverse performance targets.
LRTV Documentaries
AlcaLu + Nokia: The New Uber-Vendor

4|15|15   |   2:42   |   (4) comments


Heavy Reading Senior Analyst Gabriel Brown discusses the technological and competitive opportunities and challenges if a merger between Alcatel-Lucent and Nokia comes to pass.
LRTV Huawei Video Resource Center
Huawei's Data Center Power Play

4|15|15   |   6:22   |   (0) comments


Huawei has developed industry-leading energy efficiency capabilities for its indoor and outdoor data center solutions, explains Dr. Fang Liangzhou, vice president of Huawei's Network Energy product Line.
LRTV Huawei Video Resource Center
Huawei’s Routers, Switches Get the Green Mark

4|15|15   |   2:02   |   (0) comments


TUV Rheinland's Frank Dudley explains how Huawei's routers and switches have been successfully tested by energy efficiency experts and have gained Green Mark Certification.
LRTV Documentaries
A Finn, a Frenchman & a Guy From New Jersey Walk Into a Merger...

4|15|15   |   3:17   |   (0) comments


Stop us if you've heard this one before... Light Reading CEO Founder & CEO Steve Saunders weighs in on the technical and cultural implications of a Nokia and Alcatel-Lucent merger.
LRTV Huawei Video Resource Center
Accounting for Better Solutions

4|10|15   |   02:31   |   (1) comment


Murad Yousuf, CTO at Saudi Arabia's Ministry of Finance (Dept. of Zakat & Income Tax), talks about the benefits of deploying router technology from Huawei.
Upcoming Live Events
May 6, 2015, Georgia World Congress, Atlanta, GA
May 12, 2015, Grand Hyatt, Denver, CO
May 13-14, 2015, The Westin Peachtree, Atlanta, GA
June 8, 2015, Chicago, IL
June 9-10, 2015, Chicago, IL
June 9, 2015, Chicago, IL
June 10, 2015, Chicago, IL
September 29-30, 2015, The Westin Grand Müchen, Munich, Germany
October 6, 2015, Westin Peachtree Plaza, Atlanta, GA
November 11-12, 2015, The Westin Peachtree Plaza, Atlanta, GA
All Upcoming Live Events
Infographics
In its latest survey covering network operators' plans and strategies for ICT transformation, Heavy Reading asked telecom operators worldwide to identify the most important goals and objectives for their ICT transformation initiatives. Heavy Reading also asked operators about the importance of a "digital first" strategy, which enables customers to complete an interaction across different digital channels, such as web and mobile self-service and social media.
Hot Topics
Comcast Formally Ends Its Bid for TWC
Mari Silbey, Independent Technology Editor, 4/24/2015
Comcast Reportedly Dropping $45B TWC Bid
Sarah Thomas, Editorial Operations Director, 4/23/2015
Google's WiFi-First Mobile Service 'Fi' Is Here
Dan Jones, Mobile Editor, 4/22/2015
Amazon Earnings: What to Watch For
Mitch Wagner, West Coast Bureau Chief, Light Reading, 4/23/2015
Adtran Is Developing White Box GPON Tech
Ray Le Maistre, Editor-in-chief, 4/24/2015
Like Us on Facebook
Twitter Feed
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
Many leading communications companies can claim to have undergone significant periods of reinvention during their histories, but none have been through more major ...
Data Center Interconnect, or DCI, is one of the hottest sectors in telecom currently. Since coming back to Light Reading last year, prodigal-son style, I've ...
Cats with Phones
Learning Curve Click Here
Pierre could never remember how to use Excel.
Latest Comment