Did I say hate? I’m sorry; I didn’t mean ‘hate’. To hate your customers you would actually have to give a toss in the first place wouldn’t you? No… I meant they don’t care.
Telstra, Optus, Vodafone, Telecom, 3, Verizon, AT&T, Sprint and so on have pretty much zero interest in their own customers. How do we know that? Because they go to great pains to tell us – constantly.
If you are not a customer of any given mobile Telco then the world is your oyster! Better prices, contracts, offers, phones, bundles, coverage and speed are all available if you are not a customer.
If you are already a long-standing customer of any of the above Telco’s (you know… you pay then money regularly, have a contract, demonstrated some commitment, that kind of thing) then you get… NOTHING! I know how you feel – I can barely contain my own excitement.
Their entire strategy is based around new customers, or to put it more bluntly the other guy's customers, and they ignore their own. The only Telco’s I ever hear from are the ones I don’t do business with! Where are the offers for those of us stupid enough to sign up as card-carrying customers of our local community Telco? Apparently that kind of thing is only for people who are not customers!
In communication we call that the ‘symbolic’ channel and it is one of the three channels on which we base our decisions.
So, for those Telco’s that struggle to understand the massive lack of loyalty and huge churn rates among their customer base it is because you have communicated so effectively that leaving is our smartest option. Well done! As George W. would say “Mission accomplished!”