Tagged With "broadband"

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Re: Why contracts are killing the telco business

Dominic Smith ·
Interesting news this week that Vodafone Spain, as an experiment, dropped its handset subsidies - the net result...they lost 639,000 customers in a quarter! So surprise surprise, they have reintroduced subsidised handsets. Long live contracts with handset subsidies! More details here: http://www.fiercewireless.com/...subsidies/2012-11-07
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Hi Dominic - thanks for the link. If we put aside the fact that the Spanish market is tough because of the terrible recession there - meaning that customers are unusually price sensitive, then this story add some interesting dimensions to this issue. Once a market introduces handset subsidies it's hard to wean people off them, but that's also the key - "weaning". The CSP can't just stop subsidising full stop and that's the strategy: it has to design new offers and tariffs that appeal. I...
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Re: To infinity and beyond

Paul Hollingsworth ·
It has always bemused me, too: the fact that marketeers - experts in the lexicon necessary to grab our money - do not understand what words mean. No.1 in my most disliked are oil companies who call their basic brand Premium. Leaving them nowhere to go for the more expensive petrol/gas options. Regarding the delivery of Wireless routers by post: there are significant costs in putting them in vans, also possibly many variants of device to carry and vans have lots of stuff already so there is...
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Re: To infinity and beyond

David Chambers ·
I too have just had Infinity installed and empathise with your comments. By far the hardest part was deciding which commercial/pricing package to go for. However, I did think the fulfilment process went well for me - the hub turned up on schedule, and the engineer even called earlier in the day to offer immediate installation because of a cancellation. It only took an hour to set everything up and was handled very professionally throughout. I can't imagine anyone not remembering to be in for...
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Dominic I agree - the attitude to prepaid customers is frankly antediluvian. It reminds me of that old addage: if you love something set it free, if it comes back it's yours, if not it was never meant to be. Trying to trap people shows a lack of confidence and sophistication, and as I said in the article it also shows you're fundamentally unreformed IMHO. Thanks for the comment
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Re: Why contracts are killing the telco business

Teresa Cottam ·
Laurence That's a very good point and something I will be returning to in my next post! Teresa
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Re: Why contracts are killing the telco business

Dominic Smith ·
Another great post Teresa, spot on. Contracts are an extremely blunt tool and are increasingly being shunned by customers who just cannot tolerate the lengthy lock-in period. This is highlighted by the number of people who are now happy to pay the full retail price for a high-end device such as the iPhone 5, and then to switch network service provider at free will. This is a massive failing by the MNOs who have all the assets to offer a great service and customer experience, but are more...
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Re: Why contracts are killing the telco business

Laurence Judah ·
I guess this comes down to the definition of "loyalty" that most operators use, i.e. a lack of churn. The only thing that can lead to genuine loyalty is behaving in a way which makes customers want to stay, rather than simply locking them in. This is what leads to the true customer engagement and strong NPS that all operators are after.
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Re: Why contracts are killing the telco business

Ashley Bowen ·
The trouble is, those expensive handsets still have to be paid for one way or another
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Re: Why contracts are killing the telco business

Teresa Cottam ·
I agree Ashley, although there seems to be a trend developing of people wanting to buy the handset upfront or reuse an existing handset... The effect the subsidised handset has had on market dynamics (and we must remember not all markets subsidise them!) is definitely subject matter worthy of a post in itself. :-)
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Ashley Bowen ·
Interesting blog. As well as residential and consumer growth, a recent article by Ngozi Okonjo-Iweala, Nigeria's Finance Minister, comments on the rosy future for business and commerce in Africa. This must be another strong driver for mobile broadband growth. She notes that as Asia's economies slow down and its wages start to rise, Sub-Saharan Africa will become the next preferred destination for labour intensive manufacturing of mass-market products such as clothing and shoes. She believes...
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Re: Mobile Video Optimization in Africa. Yes, you heard me right

Teresa Cottam ·
Thanks for the comment Ashley. Quite apart from the specific issue that Stephen highlights in this post, I think you are right that there must be a re-evaluation of the African market. It has its own distinct identity in terms of what's important to African customers, and how African CSPs are going to meet those needs. And like Europe, Africa is a collection of distinctly different cultures and countries each with their own needs and profile. But just as Africa has enormous potential, and...
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Re: The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
*PLEASE NOTE THIS RESPONSE FROM EE* EE's press team asked us to point out the following: "that with EE you cannot go over your data allowance, so you’ll never experience “bill shock”. When you reach 80% of your allowance, you receive a warning message letting you know the limit is approaching. When you reach your data limit, you then are directed to a top-up page, and cannot use any more data without buying a top-up – this means customers are in complete control of how much data they use."...
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Re: BT superfast broadband controversy highlights change required in telecom business models

kimmedward ·
A phone network has exchanges handling voice calls and interconnections between the exchanges for those calls. Broadband and data networks are different although merging. RTA Cabinets
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Re: Commercial lessons that still haven't been learnt

Paul Hollingsworth ·
Oh Teresa, that's the $64,000 question - with the much bigger value answer. It reminds me of the "Walled-garden" vs. "open" internet discussion we all so enjoyed 15-20 years ago. In the end, few telcos gained significant content revenues (that market crashed, anyway), but did pretty well out of the broadband "pipe" revenue. I suppose, in the UK the purchase of sport content by BT is a potential game-changer and one of the most interesting moves. There are also many interesting business...
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Re: Commercial lessons that still haven't been learnt

Snowden Burgess ·
Teresa I think your words of warning are very valid, the industry is ignoring the blinding obvious and that is that their future employee and customer base is about to significantly change, the old guard of "Baby Boomers" who built the current corporate CSPs will be leaving employment in the next 2/3 years with a new wave of "Generation Y & Z" entering to replace them. These new employees and customers are digital natives, who embrace change and expect innovation! Most large organization...
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Re: Commercial lessons that still haven't been learnt

Teresa Cottam ·
Thank you Paul and Snowden There is certainly a lot of money to be made - but in a different place now to where it was before. If operators just sell SIMs and connectivity there's going to be little revenue growth for many of them - so how do they justify investments? Snowden is right we do need faster innovation cycles. And, as Paul says, there is an option of buying smaller companies for innovation when you're cash rich. However, some thoughts on that latter point. Successful acquisition...
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Re: What exactly is innovation?

Peter Bowen ·
Teresa, Another insightful article and as always a good read. However, I strongly believe there is a place for technology for technology sake as some of it does eventually lead to new products that are adopted. However, you are absolutely correct in stating that those looking to create something new need to concentrate on the potential customer to ensure success.
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Re: What exactly is innovation?

AmitS ·
So very true.In the vigour to innovate, one loses sight of end consumer and produces a product or a service with no real benefit
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Re: What exactly is innovation?

Teresa Cottam ·
Thanks Amit - I think the problem is the confusion between "inspiration" which is that genius moment of invention and is a creative and somewhat chaotic event (and that's fine), and "innovation" which is for me a process that takes inspirations and turns them into deliverables. This is where people trot out and frequently misquote Steve Jobs as justification: "well Steve Jobs said that people don't know what they want until they see it". The problem is they fail to understand that Apple has...
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Re: What exactly is innovation?

AmitS ·
Teresa- for me one could do two things(atleast that's what I keep in mind whenever we get into we must INNOVATE kind of discussions : 1. Keep the customer at the centre of everything 2. and more importantly remind ourselves of what Peter Drucker said "There is nothing so useless as doing efficiently that which should not be done at all"
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Re: What exactly is innovation?

Teresa Cottam ·
Hi Amit I couldn't have said it better myself - thanks for the comment. If only we in telco could get number 1 drilled into our brains more. You have no idea how many presentations I go to which are about customer experience or customer support and none of the slides have the customer on them. :-)
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The Cage: Are interfaces the critical issue BroadForward suggests?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks...
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The Cage: How should CSPs tackle the SME opportunity?

Teresa Cottam ·
Welcome to The Cage - a series of interviews where Telesperience questions key figures and thinkers from the telecoms industry. 10 minutes; no questions barred. In this interview Telesperience Chief Strategist Teresa Cottam  asks MDS's Rob...
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The four main pillars of the telecoms customer experience

Teresa Cottam ·
We all talk about improving the customer experience, but what exactly is it? Teresa Cottam argues that often we’re still not looking at the customer experience from the customer’s point of view.    In 2010 and through into...
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Three things that improve success rates of strategic BSSOSS projects

Teresa Cottam ·
Guest blogger Peter Bowen shares his experience of strategic BSSOSS projects, explaining three things that are the hallmarks of success.    There are countless articles on why projects go wrong and what lessons can be learned; but if...
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To infinity and beyond

Teresa Cottam ·
Chief Analyst Teresa Cottam tells you about her experience of having BT superfast broadband installed, and the lessons all service providers can learn from it.   Endless Rhythm by Robert Delaunay, 1934, Tate Modern  I got my superfast...
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Turning smart city potential into new revenue streams

Teresa Cottam ·
 Guest blogger Ashley Bowen, an seasoned BSSOSS consultant, peeks into the world of the smart city.   Photo courtesy of Stuart Miles, freeditialphotos.net  One of the really interesting things about smart cities it that while...
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UK cellcos publish new code of best practice

Darran Clements ·
In a move welcomed by Ofcom, six UK mobile service providers have published their Principles of Good Practice for marketing mobile broadband services. by Teresa Cottam The Mobile Broadband Group announced this month that its members –...
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What exactly is innovation?

Teresa Cottam ·
Teresa Cottam explores the nature of innovation in an ICT context.  Frank R Paul, The Atomic Flying Car of the Future (1955)  At Telesperience we live and breathe innovation. We evaluate, judge, write about, analyse and ponder about...
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BT superfast broadband controversy highlights change required in telecom business models

Teresa Cottam ·
Chief Analyst Teresa Cottam explains why the UK's superfast broadband rollout raises far reaching questions about the telecoms business model in the UK. Image courtesy of Tom Curtis, freedigitalphotos.net  Questions have been rumbling around the...
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Can we stop worshipping at the altar of ROI and cost-benefit analysis please?

Teresa Cottam ·
Cost-benefit, return on investment… We hear about these all the time, they’re the bits we all like to see highlighted in articles and case studies. But are return on investment and cost-benefit analyses meaningful or trustworthy? by...
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Commercial lessons that still haven't been learnt

Teresa Cottam ·
Smell the change? There's an ill commercial wind blowing in the telecoms market. Chief Strategist Teresa Cottam looks at the weather forecast.   Carlo Bonavia, Storm off Rocky Coast, 1757     In telecoms we're usually focused on the...
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Why changing broadband provider can be #CSPhell

Teresa Cottam ·
Teresa Cottam recounts her own poor telecoms experiences and what we can learn from them. In this post, Teresa explains why her recent experience of changing broadband providers demonstrates failures in the UK market. Broken laptop computer (Photo...
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Why contracts are killing the telco business

Teresa Cottam ·
Contracts engender loyalty - right? No, says Chief Analyst Teresa Cottam, contracts can actually harm the customer relationship. The Prisoner by Evelyn De Morgan  Having read yet another article by a respected analyst which urges CSPs to try to...
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Why control WiFi?

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the debate around freedom-to-surf versus child protection issues in the UK.   Nereid Monument at Xanthos in Lycia c 390-380BC  In the UK the issue of unfiltered WiFi hotspots reared its head again last...
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Why CSPs could do far more to help customers avoid billshock

Teresa Cottam ·
Image by fakelvis via Flickr Teresa Cottam tells you why UK Communications Ombudsman Lewis Shand Smith is “right on the money” with his recent comments, revealing a failing by CSPs and UK regulator Ofcom to protect UK consumers....
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Why CSPs risk losing friends and alienating people

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at the customer experience issues that surround network upgrades.  The UK has finally decided to jump on the LTE bandwagon, and more and more of the country is seeing its fixed broadband upgraded as...
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Why focusing on the customer helps CSPs avoid disintermediation

Teresa Cottam ·
Chief Strategist Teresa Cottam looks at how it's not inevitable that CSPs will be disintermediated by OTT players, and describes one option that positions them strategically in the future value chain. John James Audubon - Birds of America 1821-1833...
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Why NGMN Alliance is set to rock the BSSOSS world to the NGCOR

Teresa Cottam ·
Teresa Cottam looks at the NGMN Alliance, and explains why everyone in BSSOSS should be aware of what its Next Generation Converged Operations (NGCOR) group is doing.    BSSOSS change is hard but necessaryBSSOSS is generally a quiet...
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WiFi offload – beware the hidden commercial dangers

Teresa Cottam ·
Teresa Cottam looks at mobile data offload, and why CSPs need to think about commercial and customer issues when planning their offload strategy.    As I noted in a previous post, it was hard to escape the WiFi story at Mobile World...
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Wire free in the UK: time to cut the broadband cord?

Teresa Cottam ·
Teresa Cottam looks at the viability of mobile broadband for consumers and small businesses.       My MiFi adventureA few months ago I decided I’d like to explore the fully mobile broadband experience with a view to...
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Making the impossible possible (a fishy tale)

Teresa Cottam ·
Teresa Cottam relates a fishy tale and explains why we need to stretch ourselves to make the impossible possible.     As you’re probably aware, fishermen are renowned for their tales and tendency to exaggerate. The following tale...
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Maximising the SME opportunity means understanding SMEs

Teresa Cottam ·
Chief Analyst Teresa Cottam looks at what European SMEs really want from their service providers and explains how failure to meet their needs has resulted in a low level of loyalty.  James Abbott McNeill Whistler, Chelsea Shops, c 1880 ...
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Mobile Video Optimization in Africa. Yes, you heard me right

Teresa Cottam ·
Guest blogger Stephen Ebbutt explains why video optimization is becoming an issue in Africa, as African networks rapidly head towards capacity crunch. Bushmen Rock paintings    Attending Africa.Com in Cape Town last week with Mobixell CTO,...
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Not quite a Christmas Carol: A tale of two crunches

Darran Clements ·
In this article Telesperience’s Teresa Cottam looks at the cultural and political divide between the US and Europe in terms of Net Neutrality and the strategies each region favours to address the impact of the capacity crunch. (With...
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Overcoming vested interests is vital for BSSOSS change to succeed

Teresa Cottam ·
Why is change so difficult in BSSOSS? It’s not just technology, data or systems integration – it’s also because of vested interests. There isn’t an easy solution to vested interests, but we need to be more honest about...
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Internal politics and the negative impact of restructuring

Snowden Burgess ·
In this third and final part of a three-part view on the damage caused by internal politics within a CSP, guest blogger Snowden Burgess looks at how local optimisation, bottle necking and restructuring is preventing CSPs from competing effectively and...
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The big 4G mistake: assuming customers share your enthusiasm

Teresa Cottam ·
Less than one month ago the press in the UK was full of excited chatter about the roll out of 4G. Chief Analyst Teresa Cottam looks at how 4G is panning out in the UK now that reality has set in. Juno showering gifts on Venetia Paolo Veronese, 1554-6...
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Customer experience gets competitive, as Ofcom moves to improve customer complaints procedure

Darran Clements ·
As Ofcom announces a new Code of Practice in the UK for handling customer complaints, Teresa Cottam considers the likely commercial and strategic impacts. New Code of Practice for handling customer complaintsFollowing its review of...
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