Joseph, I'm glad you pointed out Virgin Mobile's success, though its module as a Mobile Virtual Operator(MVO) is quite different to actual real mobile operators. Secondly, my experience with Virgin Mobile is not so different from what we experience in Kenya. Virgin has a so called "Unlimited"offers: 1)Unlimited texts which entitles you to 3,000 texts per month. 2)Unlimited internet (Pay Monthly) = 1GB per month 3)Unlimited Blackberry emails = 25MB of Blackberry emails per month and so on...yet, they register 92% customer satisfaction index?Why?How? What I see with Orange Kenya, Safaricom,etc. is being experienced else...The devil is in the details...Fair Usage. Bernard On Fri, Oct 1, 2010 at 11:40 AM, Joseph McDonald <mcdonaldoj@gmail.com>wrote:
Everyday I see this mobile companies out-doing each other trying to gimmick the customers.
There is a new concept gaining currency in the world today called Customer Expectation Management.(CEM).
In this concept you identify what a Successful Customer Outcome is? and success is determined how the company has made the life of the customer cheaper,easier and fun etc.
So what does a Kenyan who uses data services or voice services really want? And how can Safaricom et al ensure that they get Successful Customer Outcome?
How about having a mission that says "We will deliver affordable,fun,easy,no hassle, no terms and conditions-services and we will make sure our customers feel successful in every interactions with us without exception".
So if a company says they offer "Unlimited" what is my expectation?,your guess is as good as mine Unlimited.
What happens if this so called "Unlimited" is so limited? The company has failed to meet my expectation.
Secondly if you can offer me a good service which is cheap and affordable for two months,my expectation is that you can be able to offer me that service at a cheaper rate but the other times you are exploiting me.
My view is that the Mobile companies will race each other to the bottom,with price wars and shrinking margins.
But the real answer lies on understanding what the customer wants and offering tangible successful customer outcomes,creating a manageble customer expectation and managing that expectation without exception.
Perhaps the executives in these companies should read about Virgin Mobile....and how it entered the US competitive market.
Virgin Mobile entered the market in 2002 without installing,owning,or maintaining,a single cellular tower or infrastructure required to deliver cellular service.By Feb 2005 they had over 3 million customers and they claim to have a customer satisfaction rate of 92%.
Something to ponder about.
On Fri, Oct 1, 2010 at 10:19 AM, Dennis Kioko <dmbuvi@gmail.com> wrote:
@Waithaka, while updates may be deliberate in linux, they still check for available updates automatically. this may download some information thought this should not account for a huge chunk. _______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Server donations spreadsheet
http://spreadsheets.google.com/ccc?key=0AopdHkqSqKL-dHlQVTMxU1VBdU1BSWJxdy1f... ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke
_______________________________________________ Skunkworks mailing list Skunkworks@lists.my.co.ke http://lists.my.co.ke/cgi-bin/mailman/listinfo/skunkworks ------------ Skunkworks Server donations spreadsheet
http://spreadsheets.google.com/ccc?key=0AopdHkqSqKL-dHlQVTMxU1VBdU1BSWJxdy1f... ------------ Skunkworks Rules http://my.co.ke/phpbb/viewtopic.php?f=24&t=94 ------------ Other services @ http://my.co.ke