High ARPU customers not feeling love from carriers
Source:
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High-value customers feel underappreciated by their carrier, according to In-Stat.
The study found more than 60% of high ARPU users say they do not feel their wireless operator appreciates them and 80% believe operators should do more to show their appreciation.
“The kind of appreciation these users would like to see include loyalty programs where subscribers earn points for awards, free or low-cost directory assistance, and free batteries and travel chargers,” said Bill Hughes, In-Stat analyst. “The good news for operators is that these three awards could be turned into even more revenue. For example, directory assistance dire
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Actually, new customers and upgrading customers get the exact same offerings. The phones are the same price, the requirements are the same, and the rebates are the same.
That being said, I don't think that's entirely fair. I think customers who've been with us forever and have a high ARPU should get more price breaks. You wont see that happen until big daddy at&t pays the stores differently. As it stands they pay out more for new acts than renewals, and there is no extra comp for renewing a longtime customer. It all trickles down, and the stores are between the execs and the customers. The customers expect more for less (and sometimes they deserve it), and the execs expect us to take the hit to do it.
That being said, I don't think that's entirely fair. I think customers who've been with us forever and have a high ARPU should get more price breaks. You wont see that happen until big daddy at&t pays the stores differently. As it stands they pay out more for new acts than renewals, and there is no extra comp for renewing a longtime customer. It all trickles down, and the stores are between the execs and the customers. The customers expect more for less (and sometimes they deserve it), and the execs expect us to take the hit to do it.
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Well if new customers & existing customers get the same, then all the COR stores in my area a freakin con artists. New customers got the SYNC cheaper & didnt have to add a feature to get it. I did. Something seems shady there.
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Then they probably were doing something shady. Are you sure they were COR stores? I'm an agent, and our prices are set by at&t. We usually follow them better than the COR stores nearby because we can't afford to lose money on handsets like they can.
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A couple of things to note.
1) Back in the cingular days all premier authorized agents were branded exactly like cingular core stores and it was virtually impossible to tell the difference unless you asked.
2) I totally agree that long time customers should get extra incentives to stay with at&t but that wont happen untill at&t changes there comp structure. We as agents actually earn less money doing an upgrade to an existing account then we do with a brand new activation.
1) Back in the cingular days all premier authorized agents were branded exactly like cingular core stores and it was virtually impossible to tell the difference unless you asked.
2) I totally agree that long time customers should get extra incentives to stay with at&t but that wont happen untill at&t changes there comp structure. We as agents actually earn less money doing an upgrade to an existing account then we do with a brand new activation.
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I feel that you should offer deal that you can't get when you are a new activation. Throw a free phone or two months of free Blackberry or PDA connect for customers who have use features and want to stay our customers. I also think that retaining our customers should be just as important as gaining new ones. When I worked for Coca-Cola I would get paid to work with existing customers to gain more sales from them and I a new customer opened up then I would maintain them too. Don't forget the ones who got you where you are.
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I am 100% sure that these 3 stores are COR stores. I have a few friends who work at these stores. My friend Evelyn worked at the store I made my upgrade at. She said she doesnt see why they were being so tacky about it. I am an existing customer & I could walk away from the company easily. She agrees that the incentive should be worthwhile for new customers and their existing customers as well...
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I work for an authorized reseller so we set our own prices. We offer new and existing customers the same prices on the phones but will be more willing to go down in price for a new customer -why? because we get paid WAY better on new act. You can always get the phone for cheaper if you add features, no matter if your new or not.
I don't neccessarily thing that existing customers should get better deals on phones, however I do think that an upgrade fee for existing customers is rediculous. And I definetly don't think they should have to pay more.
btw Sprint does offer great incentives to their long lasting customers, like 15% off your monthly bill, free phones and more, you just have to threaten to cancel.
I don't neccessarily thing that existing customers should get better deals on phones, however I do think that an upgrade fee for existing customers is rediculous. And I definetly don't think they should have to pay more.
btw Sprint does offer great incentives to their long lasting customers, like 15% off your monthly bill, free phones and more, you just have to threaten to cancel.
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to tell you honestly, there is a big difference for new customers and long time loyal customers...with regards to perks and credits, it would be easier for a loyal customer to request and get those compared to a new customer...we from customer care ourselves base our decisions on what we call lifetime value of the customer in giving them perks..if you are new, you dont have that yet, so most often than not, your request would be denied, but for long time customers with numerous accounts, and with a high life time value and low churn, we would bend our backs the farthest possible just to satisfy you...but most customers abuse it, so thats when policies comes in. to get most out of customer service, all a customer needs to do is be nice, and e...
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I agree, and disagree:
Why should you get special treatment from a carrier? The bottom line is profit. Free nights and weekends isn't enough for you? Money IS lost here. Carriers only really make money on overage charges and activation fees. Why should they give you free stuff?
The only reason people think like this is due to subsidised phones. If phones were locked at the price the company pays the manufacturer, people would take better care of their phones.
NOW, I do think that if you've been under contract for two years, and it's time to renew, you should get the same deals as brand new customers do.
Actually, I think phones and carriers should remain seperate. I think you should pick ANY phone you want and get ANY carrier yo...
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Why should you get special treatment from a carrier? The bottom line is profit. Free nights and weekends isn't enough for you? Money IS lost here. Carriers only really make money on overage charges and activation fees. Why should they give you free stuff?
The only reason people think like this is due to subsidised phones. If phones were locked at the price the company pays the manufacturer, people would take better care of their phones.
NOW, I do think that if you've been under contract for two years, and it's time to renew, you should get the same deals as brand new customers do.
Actually, I think phones and carriers should remain seperate. I think you should pick ANY phone you want and get ANY carrier yo...
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mmcnier said:
Anyone else agree?
nope. you pay for what you get. if you get a lot of service, pay for it... like using electricity, if you use more of it, they expect you to pay more. if you have truck, suv or luxury car, you spend more on gas but does the gas station of oil companies give you free gas? no. you shouldn't be rewarded for spending more money on services you ask for. sorry, but i'm not saying that as an employee, but as a consumer.
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Your so right, Sometimes I want to ask the customer how long they been a loyal shopper at wal-mart since you've been such a loyal shopper do they give you $100 worth of free stuff? People think they deserve it from there cell companies for some reason, then why not make a stink at the gas companies about not giving you free gas and such
Your so right, Sometimes I want to ask the customer how long they been a loyal shopper at wal-mart since you've been such a loyal shopper do they give you $100 worth of free stuff? People think they deserve it from there cell companies for some reason, then why not make a stink at the gas companies about not giving you free gas and such
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