We all experience it, dropped calls, inability to connect to the network, garbled voice, painfully slow internet access, etc. Why is the core service still less than completely reliable when its been around for 20 years? The problem in-part is how operators test their network to capture these issues is based on standards created at […]
Urban Airship came to my attention recently, thanks to Sean O’Sullivan, in the rapidly emerging category of push notification aggregation. Push notifications allow developers to send messages directly to customers who have installed their app, even when the app is closed on their device. Its yet another lost opportunity for SMS as operators remain stuck […]
Dear Operator, When I have a problem with your network, I really do not want to call you. I fault-find my home network, I reset the router, I check the ONT (Optical Network Terminal), I reset the PC, I reset the router with the PC off and then turn on the PC. I do everything […]
At a recent Alcatel-Lucent customer event, Transforming the Customer Experience, I gave a presentation and ran a panel session on The Imperative to Open the Network, the pitch for the session was: “The world has changed drastically over the past 3 years for operators. No longer are they the preferred service provider of their customers. […]
My experiences with being a customer of a mobile operator have not been as good as most of my other service provider experiences. There is a significant gap between what we say and do as an industry. I covered T-Mobile’s extortionate billing and their poor customer service experience compared to Amazon. The last straw came […]
Previous articles have raised the problem of poor customer service from US mobile operators based on my own experience, with the punative charging regime that severely limits the trust customers place in operators for experimenting with new services. I was chatting yesterday with Ed Finegold from Validas, who help consumers and companies save on their […]
We’ve all experienced it: you’re on a call, not moving around, just talking and the call drops, you check the signal level on the phone and it’s gone only to return to near full strength as you check. Does the operator even know what’s just happened? And then when you’re on the move, for example […]