I want it now, why isn’t it here yet? Digital, always-on always-connected has driven our need for instant gratification. Everyday our customer’s expectations of service increases. As your business models transition to the digital world, a lot of businesses are...
They say that January 19 is the fateful day that people start to give up on their New Year’s resolution. In some respects I have done better, I have lasted 67 days. But truth be told I have only really lasted two blogs. That’s right, you gave me a New Year’s...
Off the back of our last post, a long time reader and first-time caller, Tony, asked a question that pretty much relates to it. He asked, “How does Viber make money when its service is free?” For those that do not know Viber is a service that allows you to send...
Looking back 15 years, boy did we have it all, we thought we were unbeatable. We had we had all the users, 100% penetration in the developed world. End billing relationship with the customer. Ubiquitous ‘out of the box’ connectivity to anyone in the world. Roaming...
Breathe the pressure Inhale, inhale, you’re the victim Come play my game Exhale, exhale, exhale Someone certainly thinks they’re the victim, here are some direct quotes from the CEO of Sky: Piracy has become our biggest competitor., The big problem is the...
In last week’s post we looked at Sky and the difficulty they have with the value they place in customer acquisition vs. retention offers. This week I’m not going to talk about how Sky have lost sight of the customer and are deploying the playbook in trying to...
