Tuesday, August 28, 2012

Customer dissatisfaction vs happy customer #HelloBetter


Which do you think a company prefers? A happy customer or a dissatisfied customer? I do not have a MBA but with working with people most of my life I would say that a company should strive to make customers happy. There is that saying though, you can't make everyone happy all the time. With saying that I want to add, BUT YOU CAN SURE DARN TRY!

Where is this coming from? This spring we found out that our cell phone carrier now charges everyone $30 extra to activate a new phone. This is a new charge with no explanation, on top of all the other charges, that we never had before. We have been long time customers and even on their VIP list, yet it is a useless fee that they won't let anyone out of. Just the fact that we are being told to pay $30 extra every time a new phone is activated is very frustrating which makes us dissatisfied customers (we have 5 cell phones.) It takes just one thing like this to turn a customer to seek out other phone carries. 
How about you? Do you have issues with your cell phone carrier? What type of relationship do you have with them? How long have they been your carrier? Did you know that out of 1,208 participants polled across four regions of the country, 56 percent of the respondents admitted to being unhappy with their carrier over the past year but only 35 percent of all respondents have ever broken up with their provider? Where is your satisfaction level? Take the poll below and let your ring be heard!

Have you hear about Hello Better U.S. Cellular plans that encourage people to say goodbye to dysfunctional wireless relationships and say hello to a better experience? They want us to say goodbye neglect, hello respect!

How does that sound to you? What are you looking for that you aren't getting? Are cell phone companies incapable of a satisfying, long term relationship with their customers? I never thought this until our company started the frivolous $30 fee to even their long term, VIP customers.  Just so you know, we did call the company direct, too!


Are we experiencing the "7-year itch" with our company? Yes I think so! This new fee has us questioning the relationship we have them them. Don't we deserve better? Is there anything better out there? A study conducted by U.S. Cellular indicates that 43 percent of individuals are in this "seven year itch" phase with their wireless provider, noting they are comfortable but suspect they are missing out on something better. 


Switching carries frightens us. I'm sure the cell phone carriers do this on purpose. Even though we are dissatisfied we don't want to break our 5 costly contracts. More than one-third of the poll respondents said that they think all carriers are the same, it is too much trouble to switch and they don't want to sign another costly contract. Does this sound like you? I know we can relate.

Just as we had our 2nd new phone activated under the new frivolous $30 fee since spring we have heard the buzz about U.S. Cellular offering unique benefits to their customers. They are offering the only points-based rewards program (they actually want a long term relationship), give freedom of no contract after the first contract ends (so they want you as a customer and won't make you sign and resign a costly contract to make you stay), free incoming calls and texts (did I mention I have 3 teen girls?), free Overage Protection and free battery swap (we always need a new battery before the contract ends) for your device. 

U.S. Cellular believes that we deserve better. They are listening to what their customers want and making it happen. I want simple and easy, don't you? U.S. Cellular treats their customers like neighbors, not numbers. What are you to your carrier? Just another $30 fee or an actual neighbor with a family who needs a simple and easy cell phone carrier? If you are on twitter, use the hashtag #HelloBetter and see what others are saying about their carrier vs. U.S. Cellular. 

I participated in this sponsored post campaign forOne2One Network. All opinions stated are my own.
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