	Home Market Tools Commentary Dictionary Free Stock Picks Premium Services

Home / Market Commentary / Customer loyalty, tolerance and conte...


	-

Customer loyalty, tolerance and contempt

by Dean Bubley from Disruptive Analysis | January 27, 2010, 7:29 am

|

.

It continually amazes me how much self-delusion I hear from operators and their vendors on the topic of "customer loyalty". Many seem to confuse inertia (ie people being too lazy to switch) with loyalty. Or they confuse services which they describe as "sticky" (ie which have inherent user lock-in) as having the potential for creating loyalty.

They should have a look in a dictionary: "A feeling or attitude of devoted attachment and affection"

This fits rather uneasily with the reality of customers being treated with contempt over things like ludicrous data roaming fees, or (if the hype is to be believed) future attempts at extortion by non-portable network-resident address books.

Roaming fees are a particularly good example: do you really, really expect your customers to respect you and "be loyal" ("feel affection") when they are so clearly and evidently ripped off, often by factors of 100 or 1000 over reasonable prices? The two concepts - contempt and loyalty - are mutually-incompatible, and yet somehow marketing and pricing executives seem happy to overlook the link between the two.

I know very few customers who are truly "loyal" - in the sense that the extol the virtues of a given operator to friends, much less who would self-describe as "devoted" in the same fashion as a footbal fan or an Apple acolyte. Most are, at best, "tolerant" of their provider.

	About Dean Bubley www.disruptivewireless.blogspot.com
Dean Bubley is the Founder of Disruptive Analysis, an independent technology industry analyst and consulting firm. An analyst with over 17 years’ experience, he primarily specialises in wireless, mobile, and telecoms fields. Recent Articles: You can't use my eyeballs for free - Mar 8, 2010 Will MIMO work indoors? - Mar 5, 2010 Netbooks - a skewed view on mobile broadband - Mar 5, 2010 CTIA.... - Mar 3, 2010 Mobile traffic management - video confusion - Mar 2, 2010 Mobile apps - will the fickle hand of fashion sw... - Feb 25, 2010

Comments

Join our community to add your comment.

Scottrade

affiliate progam


	Random Market Definition
Managements Discussion Section in a quarterly or annual report in which the companys executives describe the prior period and the current outlook,

Zantrio on Twitter

Zantrio on Facebook

Market Commentary by RSS

Market Commentary by Email

Economic Calendar

Free Stock Picks

Premium Services

- Open a Free Account

- Affiliate Program

Copyright 2010 - Zantrio Trading, LLC - All Rights Reserved

Disclaimer and Legal Stuff

Stocks Trading, Futures Trading and/or Forex trading involves substantial risk of loss and is not suitable for all investors.

Any style of trading in any market is extremely risky and can result in substantial financial losses in a very short period of time. There is considerable exposure to risk in any Stocks, Futures or Forex transaction including but not limited to, the potential for changing political and/or economic conditions that may substantially affect the price or liquidity of a trade.

Trading Stocks, Futures or Forex is a challenging and potentially profitable opportunity for educated and experienced investors. Before deciding to participate in the Stocks, Futures or Forex market, you should carefully consider your investment objectives, level of experience and risk appetite. Most importantly, do not invest money you cannot afford to lose. Investment Objective, experience, risk of loss, leverage, creditworthiness, limited regulatory protection, market volatility that may substantially affect the price or liquidity of a Stocks, Futures or Forex trade, communication failure, etc. could put you at risk for the loss of some or all of your capital and/or assets. The possibility exists that you could sustain a total loss of initial margin funds and be required to deposit additional funds to maintain your position.

For more information on risks associated with day trading, please visit the SEC website, http://www.sec.gov/answers/daytrading.htm.

Information and data is provided for informational purposes only. By accessing Zantrio.com which is owned by Zantrio Trading, LLC, you agree not to redistribute the information found herein. Zantrio.com which is owned by Zantrio Trading, LLC nor any data or content providers you utilize on this website shall be liable for any errors or for any actions taken in reliance thereof. Zantrio.com which is owned by Zantrio Trading, LLC, is not a registered broker-dealer but, may provide customized links to specified independent companies for your convenience only. The specified independent companies you select are solely responsible for their services to you, their customer. The services you access through various links or banners located on this website, are services of specified independent companies. Zantrio.com which is owned by Zantrio Trading, LLC, cannot be liable for any damages or costs of any type arising out of or in any way connected with your use of the services of any specific independent companies.