Comment Re:Anybody think that this will change anything? (Score 1) 343
Ah, they don't need to MARKET the customer service stuff, they need to DO it.
Even without the $$$ lock-in, there is an implicit switching cost to changing carriers, consisting of the search-and-compare cost + time spent making the actual change.
I'm suggesting they spend some money on retention rather than spending most of it on attempts to snipe from other carriers. This is the basis of the downward spiral to price-based differentiation.
I suspect that the primary motive to jump carriers is to get a free new phone as it's presently fashion-forward to have the latest handheld, whatever that may be this week. T-Mobile used to offer cheap or free periodic upgrades to existing customers, but stopped.... and I just checked and it looks like the upgrade offer is back again. They've also cut some service costs and removed a number of services whose explanations were incoherent at best. Maybe there's hope after all. I thank government-mandated number portability for this breakthrough.
