Yes, this is one of those “If I was in charge, I’d do this…” posts. Don’t we all have opinions on how companies should be run? Just had these thoughts today so decided to write them down. Canada is known as one of the worst places for mobile phone plans (from a consumer perspective), largely because of the lack of competition. If by some freak cosmological accident I ended up in charge of a telecommunications company, here’s some things I’d do:
I’m not going to talk about pricing or packages or anything like that, because at the end of the day what matters most for company longevity is customer loyalty and word of mouth marketing (even more so in today’s hyper social world). The only reasons why I think the existing companies are doing so well in Canada now are because of their entrenched position with infrastructure, and the lack of choice for consumers. With that said,
1. I’d ensure that our company has some sort of automated process that scans existing customers accounts (ooo privacy, but bear with me) and if there are any current company promotions that are better plans (either in terms of the same as what they have but cheaper, or more features than what they have for same price) than what the customer currently has we automatically switch them to the cheaper plan and notify them.