Wireless Carriers Lack Gen Y Loyalty

I recently published a report called Customer Relationship Snapshot: Wireless Carriers that examined how consumers feel about their current relationship with wireless carriers. We asked nearly 5,000 US consumers a series of questions and analyzed the data across 5 generations of consumers: Gen Y (18-27 years old), Gen X (28 to 41), Younger Boomers (42 to 51), Older Boomers (52 to 62), and Seniors (63+). Here are some of the major findings:

  • Interactions with wireless carriers meet their needs
    • Highest rating: Gen Y (84%)
    • Lowest rating: Seniors (75%)
  • Likely to purchase another product from current provider
    • Highest rating: Seniors (83%)
    • Lowest rating: Gen Y (70%)
  • Likely to remain with current provider
    • Highest rating: Seniors (79%)
    • Lowest rating: Gen Y (57%)

The bottom line: Wireless carriers have a Gen Y loyalty problem

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

One thought on “Wireless Carriers Lack Gen Y Loyalty”

  1. As I work with wireless carriers, I think this is the loyalty opportunity. The situation is pervasive across channels, and experiences – most wireless carriers have customer unfriendly policies and approaches affecting Gen Y’ers.

    Someone within hese companies surely must recognize that these are among the most heavy service consumers, most device-savvy consumers, and among the most sophisticated shoppers. (If not, there is a host of Forrester articles and generic business news that can make that case quite quickly.)

    Most providers are a day late and a dollar short -the contracting period, the heavy upfront fees, the sales process, the way customer service is delivered are all broken for the Gen Y customer experience.

    Additionally, the shopping experience – which could present something truly engaging – is dated and tired (who wants tethered phones, inexperienced sales associates, and to buy a technology experience in an environment that is anything but? Incrementally, the seamless ability to move from the web2store2web is utterly lacking.

    These devices enable the digital lifestyle – why don’t the experiences that surround them?

    Last, and among the most important, there is an overwhelming need to throw away the old views of customer insight in wireless. We know more about our customers than ever – data is not in short supply. Yet, we still focus on ARPU – and not on engagement, connectedness (both within a personal network and within the greater eWorld), deep device/service usage, technology adoption/leadership and empowerment. These fundamental, nearly seismic shifts are critical to redesigning the Gen Y (and evolving tween) experience before some new carrier swoops in and actually delivers.

Leave a Reply