Category Archives: Churn

“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?

puzzle2

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?

The anti-guide: Six ways to make sure your customer churns

A loyal long-term customer is considered a key asset by companies in most industries. It’s conventional wisdom that it costs more to recruit a new customer than to keep an existing one. Consequently, existing customers should be treated better than new customers. Continue reading The anti-guide: Six ways to make sure your customer churns

With the iPhone Upgrade Program Apple makes operators replaceable

For operators, the biggest piece of news in Apple’s event yesterday isn’t the iPhone 6S or the iPad Pro. Instead it’s Apple’s introduction of its own iPhone Upgrade Program. Continue reading With the iPhone Upgrade Program Apple makes operators replaceable

Increase loyalty. Increase revenue. Reduce SAC/SRC. Is the combo possible?

Decoupled, non-binding, unsubsidised: A game changer?

Our analysis shows that mature market mobile operators on average use 15-20% of service revenue on subscriber acquisition and subscriber retention cost (SAC/SRC). In most cases without growing.Decoupled Non-binding Unsubsidised

Consequently, we examine the success of the operators who – in order to reduce SAC/SRC and improve margin – are challenging the mature market norm with binding contracts with coupled, subsidised, equipment. Continue reading Increase loyalty. Increase revenue. Reduce SAC/SRC. Is the combo possible?

T-Mobile’s churn lowest ever – following introduction of Data Stash

Since T-Mobile’s plans for Data Stash were made public in December last year, we have looked forward to T-Mobile’s reporting of Q1 results – since we hoped to see the first indications of  if rollover data actually helps customer retention. Continue reading T-Mobile’s churn lowest ever – following introduction of Data Stash

Freedom to stay – The power of 40000 Tweets

Consumers often think of carriers being somewhat stuffy and dusty, being slow to give customers flexibility and big at small print. But there are great exceptions to the rule with T-Mobile in the US, Free in France and Tele2 in Sweden, and we believe the next two years will see some further fun, entertaining and disruptive carrier offerings on the market. Continue reading Freedom to stay – The power of 40000 Tweets

Zero-SIM game

The graph below shows the annual (2014: annualised) growth rate in reported mobile SIM base for about 100 mobile operators in mature markets globally.

Zero SIM sum mature markets 2011 2014 tefficient Continue reading Zero-SIM game