Light Reading
9:10 AM Changes that AT&T and Verizon keep making to their data plans could send customers into their competitors' arms
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
It's clear to me that the communications industry is divided into two types of people, and only one is living in the real world.
LRTV Custom TV
Using Service Quality to Drive WiFi Monetization

10|22|14   |   6:51   |   (0) comments


Live from the SCTE conference: Heavy Reading's Alan Breznick explores the forces shaping the WiFi opportunity in an interview with CableLabs' Justin Colwell and Amdocs' Ken Roulier.
LRTV Custom TV
Distributed Access Architectures – 2

10|21|14   |   8:51:00 AM   |   (0) comments


ARRIS CTO Network Solutions Tom Cloonan discusses why many if not most MSOs will continue with integrated CCAP, while addressing why some are also looking at two futuristic, distributed access architectures: Remote PHY and Remote CCAP.
LRTV Custom TV
Distributed Access Architectures – 1

10|21|14   |   9:01   |   (0) comments


SCTE Sr. Director of Engineering Dean Stoneback discusses the pros and cons of distributed access architecture (DAA) and its various forms, which range from basic Remote PHY to full CMTS functionality in the node.
LRTV Custom TV
The WiFi Road to Riches – 2

10|21|14   |   3:58   |   (0) comments


ARRIS Senior Solution Architect Eli Baruch talks about how MSOs can enable public and community WiFi through 1) outdoor access points, 2) businesses seeking to offer WiFi to customers, and 3) residential WiFi gateway extensions.
LRTV Custom TV
The WiFi Road to Riches – 1

10|21|14   |   10:15   |   (0) comments


SCTE Director of Advanced Technologies Steve Harris discusses WiFi deployments, drivers, challenges and advances, including 802.11ac, carrier-grade WiFi, community WiFi, Hotspot 2.0, Passpoint, WiFi-First and voice-over-WiFi.
LRTV Custom TV
Advantech Accelerates 100G Traffic Handling

10|17|14   |   7:56   |   (0) comments


Paul Stevens from Advantech explains why handling 100GbE needs a whole new platform design approach and how Advantech is addressing the needs of equipment providers and carriers to give them the flexibility and performance they will need for SDN and NFV deployment.
LRTV Huawei Video Resource Center
Holland's Imtech Traffic & Infra Discusses Huawei's ICT Solution and Services

10|16|14   |   4:49   |   (0) comments


Dimitry Theebe is from the business unit at Imtech Traffic & Infra which delivers communications solutions for transportations. His partnershp with Huawei began about a years ago. In this video, Theebe speaks more about this partnership and what he hopes to accomplish with Huawei.
LRTV Huawei Video Resource Center
Huawei's Comprehensive Storage Solutions Vital for SVR

10|16|14   |   6:16   |   (0) comments


SVR Information Technology provides cloud services for academic and special sectors. With Huawei's support, SVR and Yildiz Technical University has established Turkey's largest and most advanced High Performance Computing system. CSO Ismail Cem Aslan talks about what he hopes Huawei's OceanStor storage system will bring for him.
LRTV Huawei Video Resource Center
Mexico's Servitron's Impression of Huawei at CCW 2014

10|16|14   |   6:35   |   (0) comments


Servitron is a network operator in Mexico that has been in the trunking industry for the past 20 years. Its COO, Ing. Ragnar Trillo O., explains at Critical Communications World 2014 that his company has been interested in the long-term evolution of LTE technology and its adoption for TETRA.
LRTV Huawei Video Resource Center
Building a Better Dubai

10|16|14   |   2:06   |   (0) comments


Abdulla Ahmed Al Falasi is the director of commercial affairs, a telecommunications coordinator for the government of Dubai. Their areas of service span across multiple industries, including police, safety, shopping malls and more. In this video, Abdulla talks about his department's work with Huawei.
LRTV Huawei Video Resource Center
Huawei Lights Up Malaysia Partner Maju Nusa

10|16|14   |   1:59   |   (0) comments


Malaysia's Maju Nusa is an enterprise partner to Huawei in networking, route switches and telco equipment. At this year's Critical Communications World in Singapore, CTO Pushpender Singh talks about what Huawei's eLTE solutions mean to his company and for Malaysia.
LRTV Custom TV
Evolving From HFC to FTTH Networks

10|15|14   |   2:19   |   (0) comments


Cisco's Todd McCrum delves into the future of cable's HFC plant, examining how DOCSIS 3.1 and advanced video compression will extend its life and how the IP video transition will usher in GPON and EPON over FTTH.
Upcoming Live Events
October 29, 2014, New York City
November 6, 2014, Santa Clara
November 11, 2014, Atlanta, GA
December 2, 2014, New York City
December 3, 2014, New York City
December 9-10, 2014, Reykjavik, Iceland
February 10, 2015, Atlanta, GA
June 9-10, 2015, Chicago, IL
Infographics
WhoIsHostingThis.com presents six of the world's most extreme WiFi hotspots, enabling the most epic selfies you can imagine.
Hot Topics
Analysts Warn of Major NFV Gaps
Carol Wilson, Editor-at-large, 10/22/2014
Is Health the Killer App for the IoT?
Jason Meyers, Senior Editor, Gigabit Cities/IoT, 10/22/2014
Drones Hover Over the IoT Sector
Jason Meyers, Senior Editor, Gigabit Cities/IoT, 10/23/2014
1959 Newsreel: Make Phone Calls – From Cars!
Mitch Wagner, West Coast Bureau Chief, Light Reading, 10/24/2014
Meet the Phantom Network for NFV
Ray Le Maistre, Editor-in-chief, 10/23/2014
Like Us on Facebook
Twitter Feed