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Out of touch Telco Managers and my colleague Tom Stewart’s response!

"Shocked, Shocked" says my dear friend Tom Stewart of a recent report in the New York Times that Telecommunications operators felt "out of touch" with their customers. 

What do you mean?  That call to a robot in which you are asked to enter your customer number, only to reach a real person and be told to enter your customer number?

The completely incomprehensible pricing models for wireless data plans?

Being charged for services you never bought?

Being completely unapologetic about lackluster coverage, dropped calls and generally unreliable service?

Wanting to sell  you a new phone and then (true recent experience) when I finally got to the web site retreating in complete confusion.


Any interesting stories to tell?

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