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
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%?

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.

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.

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: Light Sabre
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.

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


Yuor videos would look a lot better if the window weren't behind you shining on the camera and hiding you in the shadow.  You should rearrange the room a bit for videos so you are in the light and the camera isn't overwhelmed with back light.


Now back to our usual carrier bashing. :-)

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


mj -- Those sound like capacity issues on the voice side. The apparent emphasis on data services doesn't bode well for any improvements in voice call quality. That may actually be an opportunity for smaller mobile operators -- focus on delivering superior voice service, and leave the data battle to the big guys. Economics and current business thinking make this a long shot, though.

mj42
50%
50%
mj42,
User Rank: Light Beer
12/5/2012 | 5:23:12 PM
re: How to Lose Customers & Alienate People


Verizon and to a somewhat lesser extent AT&T have very high ratings for service reliability and coverage reach.


I don't know about Verizon's netowrk in general, but in the area where I live the network quality has been getting worse. I am seeing an increase in text messages delayed 30-40 minutes, voice mails sometimes not showing up for a day. Also inceased occurance of tower to tower handoff problems. Twice last week I was on the phone with someone in a car (I was inside) and the call dropped on the handoff. They got a call dropped indication. For some reason my phone started ringing and I got a message saying the number I dialed was no longer in service.  Both times it happened at the same place on the same road. Other issues at other handoff points.



I don't know what Verizon is doing, but in my area the network is having real problems.


Flash Poll
From The Founder
Network architects aiming to upgrade their networks to support agile, open, virtualized services in the 21st century need to consider new criteria when choosing between technology suppliers.
Live Streaming Video
BTE 2015 Sponsor Keynote: HP
Dr. Prodip Sen, CTO, Network Functions Virtualization, HP
LRTV Custom TV
Red Hat Demo

7|2|15   |   10:53   |   (0) comments


Red Hat's Nicolas Lemieux demonstrates how Red Hat is driving innovation through open source communities.
LRTV Custom TV
Red Hat's Approach to OpenStack Adoption

7|2|15   |   5:17   |   (0) comments


Red Hat's Radhesh Balakrishnan outlines his company's open source strategy for both enterprises and telcos.
LRTV Custom TV
The New IP Goes Mobile With vEPC

7|2|15   |   1:12   |   (0) comments


Heavy Reading's Gabriel Brown discusses results of a Light Reading survey sponsored by Brocade that shows a clear commitment by mobile operators to move quickly to virtual EPC deployment.
LRTV Custom TV
Making Business Sense of SDN

7|2|15   |   1:42   |   (0) comments


Results of a Brocade-sponsored survey show that CSPs have a clear sense of SDN use cases but are wrestling with the business case. Sterling Perrin of Heavy Reading looks behind the numbers.
LRTV Custom TV
NFV Will Be Here Sooner Than You Think

7|2|15   |   2:22   |   (0) comments


Forget the usual ten-year cycle for new technologies – NFV will be a core part of CSP networks in five years, based on results of a Brocade-sponsored survey, says Heavy Reading's Caroline Chappell.
LRTV Custom TV
The New IP Gains Traction With CSPs

7|2|15   |   1:42   |   (0) comments


Roz Roseboro of Heavy Reading analyzes results of a Light Reading survey sponsored by Brocade showing that CSPs are getting serious about making the transition to the New IP era.
LRTV Custom TV
It's (Real) Time for Analytics

7|2|15   |   1:42   |   (0) comments


Heavy Reading's Jim Hodges looks at how CSPs say they plan to use analytics to deploy new services in real time as part of The New IP, based on results of a survey sponsored by Brocade.
LRTV Documentaries
IoT in Action

6|30|15   |   1:39   |   (7) comments


Two co-workers discuss the benefits of IoT technology.
LRTV Interviews
Ericsson Opens Up on OPNFV

6|30|15   |   14:16   |   (1) comment


Martin Bäckström, VP and head of industry area Datacom at Ericsson, talks to Light Reading founder and CEO Steve Saunders about the emergence of OPNFV, the importance of standards and Ericsson's OPNFV plans.
LRTV Custom TV
NetNumber Founder Discusses NFV/SDN Impact on SP Networks

6|26|15   |   4:15   |   (0) comments


NetNumber Founder Doug Ranalli examines why SPs need a new network infrastructure for service agility. While NFV and SDN are the tools, the old ways of thinking about signaling control are inhibitors. Doug provides his recommendations.
LRTV Custom TV
Orchestrating NFV vCPE Services Across Multivendor Networks

6|26|15   |   5:46   |   (0) comments


Nirav Modi provides an overview of vCPE, the fastest-growing NFV use case, showing how Cyan's Blue Planet orchestrates vCPE services across a multivendor infrastructure to rapidly deliver new managed services for business customers.
LRTV Custom TV
ZTE at LTE Summit Amsterdam 2015

6|26|15   |     |   (0) comments


As one of the leading global telecommunications providers, ZTE presented its cutting-edge technology at LTE World Summit 2015 in Amsterdam. On display at ZTE's booth were the latest R&D achievements in wireless, 5G development, HetNet, deep convergence of FDD and TDD, and RCS/IMD/iSDN/vCN.
Upcoming Live Events
September 16-17, 2015, The Westin Galleria Dallas, Dallas, TX
September 29-30, 2015, The Westin Grand Müchen, Munich, Germany
October 6, 2015, The Westin Peachtree Plaza, Atlanta, GA
October 6, 2015, Westin Peachtree Plaza, Atlanta, GA
October 14-15, 2015, New Orleans Ernest N. Morial Convention Center, New Orleans, LA
November 5, 2015, Hilton Santa Clara, Santa Clara, CA
All Upcoming Live Events
Infographics
Hot Topics
Who's Feeding Fiber to LinkNYC Hotspots?
Mari Silbey, Senior Editor, Cable/Video, 6/29/2015
Colt to Jettison Ailing IT Business
Iain Morris, News Editor, 6/30/2015
Eurobites: Activist Investor Takes Stake in AlcaLu
Paul Rainford, Assistant Editor, Europe, 6/30/2015
What's in Your Office-in-a-Bag?
Mitch Wagner, West Coast Bureau Chief, Light Reading, 6/26/2015
Like Us on Facebook
Twitter Feed
Webinar Archive
BETWEEN THE CEOs - Executive Interviews
Casa Systems has been going from strength to strength over the last couple of years. In 2013, it became the first vendor to ship an integrated CCAP device -- the ...
Cedrik Neike, SVP of Global Service Provider, Service Delivery, at Cisco, talks to Light Reading founder and CEO Steve Saunders about solving service provider customer problems in a virtualized, DevOps world, including multivendor support and the future of network procurement.
Cats with Phones