The real cost of loyalty.
Iit’s easy to forget just how costly loyalty actually is. I’m talking costly to the absolute extreme, being exploited to the max, being someone else’s cash cow, not a valued customer.
Imagine walking into a pub and ordering your favourite meal. The meal is great, but far too much for one person and you leave most of it. The bill arrives and you’ve been charged for not one, but two meals. The pub explains that you looked really hungry so they thought they’d put two portions on your plate and charge you for both. You’d be annoyed right? The pub made a decision without asking you and provided more than you need so they could charge you more and make more profit.
This never happens right? Wrong. It happens all the time in a different way, but it’s just as annoying and it’s just as expensive.
Imagine this scenario. I’m using less than 2GB of (mobile) data a month and yet ‘my usage has been carefully analysed’ and I’ve been put on a 5GB deal. More than twice the cost of the deal I should be on.
So, I log in to change my deal. Best to avoid human salespeople at all costs.
The ‘recommended’ deal for me gives me not 2.5GB, not 5GB but a whopping 20GB of data a month. I’ll save £168 over 24 months though and the airtime saving will be posted to my bill! Wow! I’ve been in Telco for 20 years and even I don’t understand that. Seriously. Someone sell that to me please. I used 2.5GB and you are selling me 20GB and overcharging me massively and there is some credit process which could have baffled Stephen Hawkings.
£1,613.99 over 24 months. Ok, I get a shiny new device which has less memory that my current one?!?!?
Loyalty is expensive for consumers as analysing BigData properly is expensive for Mobile Operators. Creating and maintaining processes which put the subscriber (me) at the centre of their world is time consuming, painful and expensive.
You’ll not be surprised that I’m using yboo and voting with my feet. I’d really recommend you do the same. I’ve found an equivalent deal for less than £1215 saving me close to £400.