Every now and then, someone in this industry really tells it like it is.
The latest example of this is Kevin Russell, the CEO of Australian operator Optus, who admitted during an interview at an end-of-year media party that mobile service providers, including his own, have exploited "bill shock" to reap additional revenues.
He's not proud of it, though, describing the practice as "immoral." See what he had to say by reading this Sydney Morning Herald article, which was brought to our attention by our Hong Kong-based contributing editor Robert Clark.
Re: Peer response Dreams of sugarplums??? Maybe pre-Thanksgivakuh smash up of latke-stuffed turkeys with dreidle pie? It can be seen on the new Holiday mash-up channel available only through your local cable provider or via overages on your mobile plan.
R Clark, User Rank: Blogger 11/25/2013 | 9:54:32 AM
Not quite the first time Russell has been quite critical of Australian telcos since taking over as CEO last year (previously at 3 UK). His main complaint is that the industry has been chasing customers, not on providing service and that they're well behind global standards in customer care and consumer perceptions.
Plus, he says, Optus shouldn't try to compete with Telstra on infrastructure, so customer service becomes the differentiator.
Re: Peer response Or what if they not only did that but decided to value their customers and implement fair pricing and practices that enabled them to earn profits without screwing over their customers. Just a thought...
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