Re: Windows Phone Update 8107
03-27-2012 04:08:10 PM
It recently made the news that most customers have no loyalty to their wireless carriers; they tend to jump ship the minute their contracts expire.
Wireless carriers will complain about this churn and the cost associated with it, but what do they do to prevent it? Do they convey the message that they appreciate their customers and want them to stick around for the long haul? Do they take specific, effective actions to try to engender customer loyalty?
The discussion at hand is a prime example of why churn is so high. AT&T's handling of Windows Phone updates has conveyed the message that AT&T doesn't care about its customers or the quality of their experience with the company. Not only are they denying customers updates that will fix genuine problems with their phones, but their communication about the matter was terrible. As in, non-existent. That poor communication is the true unforgivable sin, especially in the Internet age when communication is so easy.
These are textbook examples of poor customer service. Any junior in business school could write an HBR case about them. And yet--amazingly--some executives in AT&T are paid very good money to continue to make them. It boggles the mind.
I couldn't agree with you more!