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Why We Hate Mobile Carriers


There’s no denying the facts pointing to the explosion of smartphones and mobile platform connections. In the world of commerce, mobile is projected to influence slightly over 5% of all retail in 2012. That’s $159 billion!

We love our smartphones. In fact, we like them more than our TV’s! A survey by InMobi, a mobile ad company, of 1,055 people asked how much time they spend interacting with all forms of media. Users responded that they watched TV for 141 minutes a day. But they spent 144 minutes a day—26% of the nine hours they used various media—with their phones.

So why are mobile carriers so awful to do business with?

Mobile carriers have long been among the most despised companies in the technology world. Consumers and even enterprise users have said that carriers like Verizon Wireless, AT&T, Sprint and T-Mobile just don’t seem to care about customers. It seems that carriers have done little to reverse their customers’ opinions of them. The status quo is the name of the game. The carriers’ attitude seems to be that people need mobile connectivity and they are willing to pay whatever the carriers demand to get it. So why worry about whether the customers love their carriers and or even their mobile service.

Want to find out why so many people hate carriers? Look no further than the plans. Most of them are hard to understand, and even those who have a single device can expect to pay as much as $100 a month just for service. In a world where budgets are tight, that’s just plain wrong.

Another reason is contract lock-ins. When customers decide that they want to buy a new smartphone and pick up a handset at a reduced price, they’re signing away their lives for two years. During that period, they’re stuck with the same device. And if they want to buy a new device on the same network, they’ll need to pay full price. If that doesn’t annoy customers, what will?

And customer service is virtually non-existent. As countless studies from prominent research groups, including J.D. Power and Associates, have found, carriers just don’t cut it when it comes to customer service. Trying to get questions answered is difficult, to say the least, and it feels like they just don’t care about informing customers. It’s a real issue.

As competition among device makers levels the playing field, mobile service will be the next real opportunity. A growing thirst for data consumption, connectivity, speed, etc. puts companies like ATT and Verizon in a position to dominate the market. To do so, however, mobile carriers will need to step up their game and treat their customers like they are their most valuable resource – because they are!

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