Allison Kaplan reminds us of the foundation of Customer service 101: Build relationships and reward loyalty. Then, she describes her frustrations with wireless carriers who offer their best deals on new phones to strangers off the street while penalizing existing subscribers with significantly higher prices.
As Allison explains, the carriers subsidize the cost of phones to build their subscriber base. But phones aren't just phones any more — they're cameras, MP3 players, even minicomputers, and manufacturing costs have gone up. By subsidizing the price of a phone, it might take six months of service before the carrier turns a profit.
Check out Allison's full article below:
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