A Business Technology Place

An open letter to wireless phone providers

Dear Wireless Phone Provider,

I’ve been a customer of yours for many years.  Month after month I pay a monthly installment to you in exchange for a service that I value and regularly use.  I’ve recently added a family member and at some point will add another one.  I have no complaints about the service you’ve provided to me.  I have service when I need it and wherever I go.  But there are a few things that bother me that you should know about.  Our relationship is good, but here’s how it could be better:

  • Don’t make me sign a two year contract if I need to adjust to my terms of service with you. Sometimes family circumstances change or my needs may change.  I should be able to choose from your diverse service offering without being chained to a commitment.  Especially since I’ve already been your customer for more than five years.  Shouldn’t you earn my continued business by providing a valued service?
  • Offer your best terms of service to those customers who have been the most loyal and not those that are not even customers.  Does it seem backwards to you that the terms of service to your most loyal customers are not the best you have to offer? How do you encourage loyalty and retention?
  • Find ways to make data plans and voice plans part of a packaged unit that are affordable for families.  Not everyone has access to a Corporate provided Blackberry at some bloated data and voice rate.  Data to a mobile device is becoming more relevant in society everyday.  New devices and software programs are being introduced to the mobile environment every week.  Take advantage of this and make that service affordable to the masses.

These ideas just seem to be common sense to me. You’ll certainly earn the respect of consumers and increase your reputation if you made some of these changes.   I think it’s a safe bet to think that customer loyalty and retention would increase and as a result profits as well.

Sincerely,

Your customer