Category Archives: Churn

2016 was a great year for mobile customer loyalty

The fourth quarter has traditionally been the most difficult for mobile operators in mature markets. Many customers join, but many others are leaving and operators typically dilute margins by having more equipment (and more expensive equipment) in the sales mix compared to the rest of the year.

Subscriber acquisition and retention costs are generally higher in the fourth quarter when the financial discipline of mobile operators is put aside to promote equipment at prices well below the operator purchase costs – as long as existing customers promise to stay or new customers are ready to commit to plans with high monthly fees.

But even though there are temporary setbacks, our industry is gradually moving in a more rational direction: Equipment subsidisation is less frequent today and many operators have stopped binding customers to long, inflexible, contracts. Mobile operators have developed their service offerings and are today capable of explaining why customers should stay – without having to throw in a new iPhone as part of the package. Continue reading 2016 was a great year for mobile customer loyalty

Nonstop Retention benchmark and European quad-play best practice

Analysis and Go-to-market, 2016

Nonstop Retention® benchmark: Calculating and comparing the Nonstop Retention Index for mobile brands (MNOs, sub-brands and main MVNOs) in one specific major European market. Identifying best practice and showing current trends. Recommending propositions and actions to improve customer loyalty per brand.

European quad-play best practice: Fact-based before/after analysis of how the introduction of quad-play propositions changed key business Continue reading Nonstop Retention benchmark and European quad-play best practice

The battle of 2017: Content ownership vs. unlimited mobile data

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Nexterday North 2016 was an as fantastic experience as the first, inaugural, anti-seminar in 2015. Once again, Comptel managed to bring 550 thinkers and doers from around the world to Helsinki and create great buzz around it.

This year, tefficient wasn’t helping Comptel with a keynote presentation. Instead we prepared and hosted two square table sessions for registered operator representatives only. Continue reading The battle of 2017: Content ownership vs. unlimited mobile data

Upsell and loyalty strategies of operators: Using public Wi-Fi as customer magnet

Wi-Fi as customer magnetIn this analysis – our fifth on the subject – we show how telcos, cellcos and cablecos in mature markets in Europe, America and APAC use public Wi-Fi to attract and retain customers – and to upsell.

We also update you on Wi-Fi usage and deployment. You might be surprised to see that the wide adoption of 4G LTE and an increasing use of mobile data meant more Wi-Fi, not less. Continue reading Upsell and loyalty strategies of operators: Using public Wi-Fi as customer magnet

Analysis of the development of mobile data monetisation in a specific country

Analysis, 2016

Analysis of the mobile market in a specific country: Development of market shares, subscription tiers, churn, offerings, pricing, data usage, revenue, ARPU, margin, network coverage and CAPEX for all operators.

Special focus on the development of mobile data monetisation and mobile TV/video over time.

Comparisons done to other countries.

Commissioned by a global solutions provider.

Wi-Fi Calling – read all about it…

Wi-Fi Calling is relatively new – and then, not really. In 2014, Apple’s launch of iOS 8 with embedded Wi-Fi Calling marked a milestone for voice calling with mobile devices, despite several years of Voice over Wi-Fi services in various guises preceding iOS 8.

Aptilo Networks – a leading provider of carrier-class systems to manage data services with advanced functions for authentication, policy control and charging – has released a White Paper titled “Seamless Next Generation Wi-Fi Calling”, which is written by Allan Greve of tefficient.

L_C898.tmp Continue reading Wi-Fi Calling – read all about it…

“The best network” worth 6% of EBITDA

Wondered why American carriers spent so much effort and marketing dollars claiming and defending “the best mobile network” position lately?

It started with Verizon‘s balls commercial:

Continue reading “The best network” worth 6% of EBITDA

Ziggo/Vodafone: Decouple broadband, start to invest – to stop customer outflow

vodafone-logoIn Europe, we woke up with the news that Vodafone and Liberty Global had agreed to merge their Dutch operations Vodafone and Ziggo.

Less than two weeks ago, Telenet, Liberty Global’s affiliate in Belgium, got a green light from the European Commission to buy the mobile operator BASE from KPN. So already before today, Liberty took a major step in the mobile direction.

Read the original commentary on what this means for Europe

Vodafone, on its part, has demonstrated an appetite for cablecos: In 2013, it began acquiring Kabel Deutschland and in 2014 it acquired Ono in Spain. Continue reading Ziggo/Vodafone: Decouple broadband, start to invest – to stop customer outflow

Wi-Fi – the last piece of the customer retention puzzle?

Why should an operator complement their customers’ experience of mobile data with Wi-Fi? To improve customer loyalty?

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Wi-Fi is a positively loaded term for many users – which speaks for using it as a retention tool. But are there operators that successfully reduce churn – without using more on customer retention – by having Wi-Fi included in their mobile propositions? Continue reading Wi-Fi – the last piece of the customer retention puzzle?