The current model for mobile operators is not working: two-year strict contracts, poor online experiences and highly inconsistent in-store customer interaction models are not going to keep mobile customers coming back for more. Today’s customers are empowered to make quick decisions based on the level of service they’re getting – and they expect a lot.
If their service expectations aren’t being met, they will look to the next provider and take their business elsewhere, and the strict parameters set by mobile operators to lock their business in isn’t going to work for much longer.
