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Replying to:  In your opinion, why hasn't US Cellular had the growth in customers? by yourvoiceofreason   Sep 12, 2011, 2:53 PM

Re: In your opinion, why hasn't US Cellular had the growth in customers?

by hogdogs    Oct 3, 2011, 10:29 PM

I believe it was Jay Ellison who said, "We may always be last to the party, but we are always the best dressed." This may be true, but it doesn't matter how well you are dressed if you show up and party and it is already over.

From the launch of CDMA in 02 for many years after US Cellular was months if not years behind the competition in phone selection. It seems this developed into such a stigma that customers still associate US Cellular with sub par equipment when in fact it has gotten better. Not great, but better. First impressions are hard to change.

The Iphone accounts for 25% of the users in the smartphone market. Roughly 50% of users in the country have smart phones. So, if my math is correct, this is 1 out of every 8 customers who have/want an Iphone that US Cellular cannot attain. IPAD numbers are even higher, 68%.

The 50% rule on roaming has to impact the company on its ability to add customers who travel frequently. The two biggest markets, Chicago and St. Louis, are so close to the "market lines" that it has to turn some customers away with this rule. I realize the company has to make money from the customer, but is still another challenge to overcome. Lets not forget the lack of store support outside the licensed area.

It seems the belief project has really yet proven itself yet. Many customers who have migrated to the plans have done so because it has made sense from a price standpoint. Those who have not remain skeptical of what they might be gaining for the additional monthly cost it may cost them. While ARPU may be higher, many customers want the ability to have more control over how they customize their plans vs the "all or nothing approach."

It may be somewhat off topic, but I have always wondered why a sales driven company would ever get rid of a sales quota. Seems like this should have never happened. The perception changed from hit your numbers and if you don't you will no longer work here. To help customers and make sure that you are happy and try your best. Just never figured that one out.

It seems time will tell if the belief project will really have the impact the company is hoping for. I hope it does, if not, looks like we might be late to the party again.

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