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
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 Beer
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 Beer
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
The New IP is actually bigger even than business. Like another hugely important tech that Light Reading is digging into right now, the New IP has the potential to change the world by fundamentally advancing what it is possible for people to achieve with communications.
LRTV Huawei Video Resource Center
New Ways of Working

3|5|15   |   4:24   |   (0) comments


At the ICT Leaders Roundtable, hosted jointly by Light Reading and Huawei at the Hotel Renaissance in Barcelona just prior to Mobile World Congress, Hong Kong Telecom's Michael Yue explains how the transformation in its business has changed its customer relationships.
LRTV Huawei Video Resource Center
Bridging the Digital Gap

3|5|15   |   4:03   |   (0) comments


At the ICT Leaders Roundtable, hosted jointly by Light Reading and Huawei at the Hotel Renaissance in Barcelona just prior to Mobile World Congress, Boingo's Dr. Derek Peterson explains how ICT can help telcos bring the physical and virtual worlds closer together.
LRTV Huawei Video Resource Center
Making the Internet of Things Affordable

3|5|15   |   2:42   |   (0) comments


At the ICT Leaders Roundtable, hosted jointly by Light Reading and Huawei at the Hotel Renaissance in Barcelona just prior to Mobile World Congress, Telefonica's Dr. Mike Short explains how the Internet of Things demands a new low-cost approach to connectivity from telcos.
LRTV Huawei Video Resource Center
Evolution, Not Revolution

3|5|15   |   2:00   |   (0) comments


At the ICT Leaders Roundtable, hosted jointly by Light Reading and Huawei at the Hotel Renaissance in Barcelona just prior to Mobile World Congress, Heavy Reading's Patrick Donegan explains why telcos can't be too hasty in their efforts to transform themselves.
LRTV Custom TV
Management & Orchestration Enablement Strategies Required for NFV Commercial Success

3|5|15   |   6:22   |   (0) comments


NFV commercial success rests on successful service orchestration strategies which can span heterogeneous physical, virtual, legacy and next-gen networks. Network data and security integrity are additional key aspects. Nakina provides a suite of orchestratable network integrity applications built on an open, scalable MANO enablement platform.
LRTV Huawei Video Resource Center
The Power of Five Convergences in OceanStor OS

3|4|15   |   6:24   |   (0) comments


OceanStor OS is Huawei's brand-new storage operating system. While inheriting the consistent high stability, reliability and performance from the company's previous storage products, OceanStor OS abounds in new converged storage features. Specifically, the new storage operating system achieves "five convergences" to lift storage convergence to a higher level.
LRTV Huawei Video Resource Center
4K Brings Extreme Video Experience

3|4|15   |   8:10   |   (0) comments


4K video is a hot topic in the video industry. It will certainly bring an extreme video experience to end users. At the same time, however, it will also pose a big challenge to operators. Check out this Huawei 4K experts' discussion about how operators can achieve success in 4K video service.
LRTV Interviews
DT's Virtualization Vision for Europe

3|4|15   |   10:23   |   (0) comments


Light Reading CEO Steve Saunders talks virtualization, cloudification and standards with Deutsche Telekom's Axel Clauberg at Mobile World Congress.
LRTV Custom TV
ZTE's Wireline at MWC 2015

3|4|15   |   6:35   |   (0) comments


Light Reading speaks with Jane Chen, ZTE's Senior VP of Wireline Business, about innovations in her product line at Mobile World Congress.
LRTV Custom TV
ZTE at MWC 2015

3|4|15   |   4:24   |   (0) comments


Dr. Dick Chen of ZTE USA gives Light Reading an overview of what's new at ZTE's pavilion at Mobile World Congress 2015.
LRTV Interviews
Ericsson CEO Talks Telco Data Center Tech

3|4|15   |   05:45   |   (0) comments


At Mobile World Congress, Ericsson CEO Hans Vestberg discusses telco data center technology, business models, small cells and more.
Between the CEOs
EXCLUSIVE: Cisco's Chambers on Reinvention

3|3|15   |   8:24   |   (1) comment


Light Reading CEO Steve Saunders talks transformation and virtualization – including Light Reading's independent testing of the vendor's virtualization solutions – with Cisco CEO John Chambers at Mobile World Congress in Barcelona.
Upcoming Live Events
March 17, 2015, The Cable Center, Denver, CO
April 14, 2015, The Westin Times Square, New York City, NY
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
All Upcoming Live Events
Infographics
Net neutrality, broadband services and the current outlook on data consumption, as presented by the New Jersey Institute of Technology.
Hot Topics
Internet Pioneers Decry Title II Rules
Carol Wilson, Editor-at-large, 3/2/2015
Wheeler: We'll Enforce Title II 'Case-By-Case'
Sarah Thomas, Editorial Operations Director, 3/3/2015
New CenturyLink CTO in Major Overhaul
Carol Wilson, Editor-at-large, 3/4/2015
Verizon Takes Radio Dot to Detroit, VoLTE Overseas
Sarah Thomas, Editorial Operations Director, 2/27/2015
Like Us on Facebook
Twitter Feed
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
Check out Light Reading's interview with Jay Samit, the newly appointed CEO of publicly traded SeaChange International Inc. With a resume that includes Sony, EMI, and Universal, Samit brings a reputation as an entrepreneur and a disruptor to his new role at the video solutions company. Hear what he had to say about the opportunities in video, as well as the outlook for cable, telco, OTT and mobile service providers.