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Churn looms for mobile operators
Everybody must be able to relate to this research: nearly half of all the mobile phone users in the UK consider switching operators, according to a YouGov poll.
The ability to switch is one of the perks of today's age of hyper competition and number portability. Operators have a tendency to focus on the average revenue per user (ARPU), but sometimes seem to forget that the groups with the highest ARPU also tend to be demanding the most in terms of customer service and service levels.
For the operators I have only one word: you wanted unobstructed competition? That's what you got. Now deal with it.
March 24, 2005 at 07:24 PM | Permalink
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