Companiile de telefonie mobila si retinerea clientilor
Odata si-odata ti se intampla. Trebuie sa iti inlocuiesti telefonul mobil – fie ca vrei sa renunti la cel vechi, fie ca nu.
Evident in acest moment incepe balamucul. Daca nu te asteptai sa ai nevoie, daca nu voiai sa iti inlocuiesti telefonul si nu ai nici cea mai mica idee ce telefon vrei… ei, e o adevarata distractie achizitionarea unui nou dispozitiv.
Bun. Prima reactie – mai ales daca nu vrei sa pierzi timp aiurea in cautarea unui nou telefon e sa te gandesti ce vrei sa faca acel dispozitiv, nu? E logic de altfel: daca stii ce vrei poti vedea ce marci si ce modele coincind preferintelor.
Apoi s-ar putea sa te gandesti – mai ales daca ai abonament (cum e cazul meu) ca poate ti-ai putea lua ceva utilizand si o parte din punctele stranse in anii de abonament. Sau te poti gandi ca la furnizorii tai de servicii de telefonie mobila vei gasi niste oferte speciale. Bun. Intru eu pe siteul Orange in cazul de fata, normal ca la sectiunea Thank you mai ales ca se specifica faptul ca online punctele au o valoare dubla. Numai ca daca nu exagerezi cu vorbitul (si eu slava domnului nu fac asta) nu ai multe puncte. Nu-i nimic, nu ma asteptam chiar sa iau gratuit ceva bun.
Te uiti apoi la oferta – asa am facut si eu, gasit cateva modele interesante.
Verifici preturile. Din nou te uiti cu atentie. Si ce vezi? Ceva logic: ca preturile mici sunt puse ca sa ia ochii – apoi sunt conditiile. Sa zicem ca nu vrei optiunea lui peste prajit de nu stiu ce fel de pachet de Internet sau abonamentul XX cu mii de minute incluse cand tie iti ajung cateva sute. Asa ca debifezi optiunea si brusc pretul sare simtitor in sus. Da, ai debifat optiunile de upgrade abonament dar ti-a ramas oricum prelungirea abonamentului pe 12 sau 24 de luni.
Te gandesti ca poate nu strica sa vezi cat e acel telefon la liber. Si ce sa vezi. Constati ca la liber – fara vreun abonament sau optiune si mai ales fara nicio prelungire a abonamentului… telefonul e cu intre 20 si maxim 200 mai mult.
Unde e afacerea? Pai evident la furnizorul de servicii de telefonie mobila – ca doar n-o fi la tine. Si aceeasi poveste am remarcat-o si la Vodafone cand am vrut sa schimbam telefonul mamei acum vreo 2 ani.
Concluzia e ca afacerea pentru tine, daca nu ai multe puncte, e sa iti iei ceva la liber. Da, dai poate putin mai mult dar nu ai absolut nicio problema, nicio legatura fixa cu vreun furnizor si asa mai departe.
Ah, si inca un lucru. La mine abonamentul de telefonie e unul pe firma. A-mi lua telefonul pe persoana fizica imi aduce si avantajul de a ma bucura si de mai multa protectie (OPC de exemplu – nu ca mi-as dori vreodata sa am nevoie sa folosesc aceasta optiune – e bun doar pentru persoane fizice).
Retinerea clientilor?
Despre acest subiect ziceam ca scriu. In mod normal aproape toti furnizorii se concentreaza pe a atrage noi clienti. In cazul telefoniei mobile a atrage noi oameni care nu au deja un telefon mobil sau a atrage clienti de la concurenti. Si totusi de ce aceasta aproape lipsa de preocupare pentru clientii existenti? Am primit mai demult un telefon de la furnizorul meu oferindu-mi ideea unui abonament mai bun in urma analizei consumului meu. Am apreciat – si am confirmat modificarea la telefon. Noroc ca apoi m-am uitat eu si am vazut un alt abonament care imi aducea si mai multe avantaje – si am facut modificarea. Deci tot eu am muncit, tot eu mi-am vazut interesul mai bine.
In cazul telefoniei mobile se pare ca e bine sa inchei abonamentul si apoi sa iti faci unul nou – atunci sa vezi oferte! Se bat pentru tine toti – inclusiv cel de la care tocmai voiai sa pleci. Dar daca vrei sa iti pastrezi numarul… se pare ca solutia sta doar in mana ta.
Oare de unde aceasta lipsa de preocupare reala pentru clientii existenti?
Insemnari similare
ÃŽntr-adevăr, nepăsarea față de clienÈ›ii vechi este prezentă mai peste tot (am observat-o nu doar la telefonia mobilă ci È™i la cea fixă È™i la Internet). Nici eu nu pot înÈ›elege de ce, că doar e mult mai simplu să păstrezi un client existent decât să faci rost de unul nou. Din misterele marilor specialiÈ™ti de marketing È™i vânzări de la multinaÈ›ionale…
Drept pentru care tactica mea este aÈ™a: am remindere cu aproximativ o lună înainte de a-mi expira contractele È™i încep să caut oferte noi. Și cer întotdeauna la vechiul provider să-mi ofere exact ce se oferă la contracte noi, sau reziliez. Până acum mi-a mers È™i n-a trebuit să reziliez niciodată…
Da, daca se poate e o strategie buna cea a ta. Dar uite ca la mine a fost ceva neasteptat. Si mai e ceva ce n-am spus (acum imi dau seama): nu conteaza cat de mare sau mic e clientul – daca in cazul companiilor de telefonie mobila factura ta e de 100 lei pe luna, de 1000 sau de 10 000 de lei. Un client fericit pe care il ai valoreaza enorm – chiar daca e mic. El va vorbi de bine mai departe si stim deja cat de importante sunt recomandarile.
In cazul de fata am remarcat cu tristete ca nu pot califica ofertele decat – in cel mai bun caz – ca fiind penibile. Asa ca da, voi lua un telefon la liber. Mi-am gasit in linii mari ce imi doresc si se inacreaza si in bugetul alocat asa ca… va fi achizitionat la liber curand. As fi mers azi – dar nu aveam vreme… 🙂
Eu mereu am prin casă un telefon vechi pe care nu-l mai folosesc și pe care n-am reușit să-l plasez nimănui (părinți, socri) 🙂
A, È™i o strategie foarte bună, pe care am adoptat-o pentru că mereu îmi moare telefonul când sunt departe de un încărcător: cele două numere pe care le folosesc sunt redirectate unul spre altul în caz de “unreacheable”, iar agendele sunt sincronizate, astfel încât dacă moare sau pierd unul din ele, mă descurc. Dar evident, dezavantajul este că port după mine două telefoane…
Da – eu aveam in minte pastrarea actualului tel inca minim un an… Pentru agenda: sincronizare telefon cu 2 calculatoare diferite – periodic 🙂 Pentru a nu ramane fara baterie… posibilitatea de a incarca de la calculator cu un cablu pe care il am la mine sau las in cele 2-3 locuri unde merg.
La fel cand merg cu sotul, avand telefoane in aceeasi retea, mai folosim redirectarea catre celelalt numar – cand bateria da semne de duca (desi avem si incarcator pentru masina…).
Adevarul e ca imi aduc aminte cat de bine si de liniste a fost anul trecut in vacanta – am mers in afara tarii si intentionat NU mi-am activat roamingul. Doamne ce viata 🙂 Buna pauza uneori!
Haha, eu prima dată când am rămas fără telefon două zile n-am avut stare 🙂 (de unde rezultă că nu sunt prea sănătos la cap) Acum m-am obiÈ™nuit È™i uneori îmi mai las telefoanele acasă…
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