Differentiators in the battle for the 4G customer

Mobile operator EE has enjoyed a near year-long monopoly with its 4G cellular service in the UK, launched in October 2012. That dominant market position comes to an end this week as rival mobile operators Vodafone and O2 begin to roll out their own 4G services from today, starting in London. Or does it? The Financial Times has an insightful report that assesses the options for the mobile operators, setting the scene with this perspective: […] EE now covers almost 100 cities and towns in the UK, and at speeds that it promises will be much faster than those of rivals, even if those faster services also carry higher prices. Daniel Gleeson, analyst at IHS, says consumers will probably find […]

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The future can be rosy for advertising and mobile

I must have walked past Ronnie Scott’s Jazz Club in London’s Soho scores of times over the past decades, yet I’ve never enjoyed the moments of being inside. Until last Wednesday. On March 20, the iconic venue was the place where some 200 people in advertising, marketing, PR and the mainstream media came together to hear the CEOs of the three biggest mobile operators in the UK talk about how they see the future of advertising and the role of mobile in that future. The event was a leadership breakfast panel discussion as part of Advertising Week Europe, the near week-long conference event taking place in London for the first time. The breakfast session was organized by Weve, a joint […]

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Vodafone #FAIL

I wrote the other day about delighting your customers not just pleasing them. The focus was all about behaviours and leadership, not technology or social media tools (although all of those things are intertwined in so many ways). “Delighting the customer” is a phrase foreign to Vodafone in the UK, if my recent experience is any guide. Indeed, for this mobile operator, giving the customer an expectation of only the bare minimum of service seems equally foreign. To be fair, I know many who are delighted with Vodafone and its service. I don’t know how many of those delighted customers have used Vodafone’s customer support service, though. Right now, I am the opposite to my delighted friends – I’ve had […]

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Vodafone pays the price for lack of communication

If you want to know how to seriously upset your customers and get lots of bad press in one easy move, look no further than Vodafone in the UK and what happened when the mobile operator rolled out a bespoke system software update this week to its customers who have the popular HTC Desire smartphone, as I do. I did the upgrade when it was offered. It wasn’t upgrading the phone’s operating system to the new Android 2.2 version aka Froyo, as many people initially thought, that’s already rolling out from phone manufacturer HTC. No, it was apparently “system stability and performance improvements” and “operator feature enhancements” according to the information displayed on screen. If you visit the Vodafone website, […]

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Waiting for Vodafone for my Nokia update

Last September, Nokia released updated firmware version 30.0.018 for its N95 8GB model, the one I have. Today, some six months later, running the Nokia Software Updater application shows that the updated firmware version is still not available on my phone. Running a manual check on the Nokia website by phone product code number confirms the non-availability of that updated firmware. That’s because my phone is tied to a particular mobile operator – Vodafone in the UK – who obviously have not yet approved this firmware for installation on an N95 8GB that connects to its network. That’s how it works – Nokia publishes new firmware but Vodafone has to test it first, according to this post from Vodafone on […]

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