A key driver of the accelerated rollout of digital services among cable TV providers, ... is to counteract increasing competition from satellite providers and to protect their most valued customers from switching. The flip side of this drive is a pro-active strategy.
More Quotes from Kirk Parsons:
They're out there selling the product, saying 'Here's the latest handset,' and pushing the latest services, and when you do that, you raise expectations. Customers expect it to be simple, which, technically, wireless isn't. Wireless is a very technical application and technology. It's not an exact science. It really takes a lot to deliver that call. But the industry hasn't done a very good job of explaining that side of the story.Kirk Parsons
Given the number of major changes consumers have experienced over the past couple of years, the gap between customer expectations and actual service experience tends to widen as uncertainty from mergers greatly influences consumer perceptions. Case in point is the impact major market dynamics plays in future switching intent. Between 2004 and 2005, there has been a 5 percent increase in the intent to switch wireless carriers in the next 12 months -- a reverse from the past two years, where future switching intent remained stable.
Kirk Parsons
People are voting with their dollars.
Kirk Parsons
It's encouraging to see that industry-wide service improvements, especially expanded service offerings and aggressive service plan pricing have resulted in more positive overall wireless service experiences. However, consumer expectations will continue to rise as cell phone users increasingly rely on the communication functions of their cell phones beyond voice calling.
Kirk Parsons
Looking at past data and previous mergers, typically you do find an increase in customer satisfaction. That's because what's happened is we're seeing artificial results for satisfaction based on an event, as opposed to real life experiences due to normal operations.
Kirk Parsons
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Based on Topics: Strategy QuotesBased on Keywords: pro-active, rollout
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