It seems it is tough to have a “long term” relationship with anyone these days.
When it comes to switching conversation it’s focused on the “Big 4” (Verizon, AT&T, Sprint and T-Mobile). The battle for loyalty sways mightily as consumers take to social media to voice negativity about their experience and look for deals on new phones; all the while carriers try to “woo” customers and entice them to give them a chance. Let’s take a look at some of the biggest pain points driving consumers to consider switching.
:: Consistently Poor Performance
After too long with connectivity and speed issues consumer are looking for a change.
“@TMobile internet has been so bad lately im wondering if i can switch to 28.8k dialup. On the plus side im now taking bids from other cellular providers to get my business (must provide reliable internet). Dm me with offers. @verizon@sprint #notacceptable #beyonddone”
“@sprint 3 times since 8 am where I lost service. @TMobile@verizon @ATT I’ll switch TODAY if y’all pay my deactivation fee”
:: Troubling Customer Service
When customer service can’t provide the right support, the internet hears about it.
:: No Love for Current Customers
The only way to get a deal on a new phone is to switch carriers…frustrating for sure.
“I call @ATT to upgrade my iPhone 6 to an iPhone X after 4 years. They offer me it for $450. I call them back and the price is now $1100. Which is better for you guys cuz it’s getting ridiculous and I’m low key thinking about switching @verizon @TMobile @sprint”
“BTW @sprint doesn’t do anything for their loyal customers either. Cellular is turning into cable/satellite where you have to switch every few years to get the “new subscriber” deal.”
“@TMobile @TMobileHelp disappointed all the good phone deals are always for new customers, or add a line Sad when you’ve be a loyal customer for over 6yrsand have 7 phone lines,the only way to get a good deal is to add another line really thinking about switching @ATT@verizon”
:: Carrier Attempts at Courtship
When carriers do their part to engage consumers results can be…well…hit or miss.
T-Mobile’s “National Break Up with Your Carrier Day”
“As America’s Most Loved Wireless Company, we know a little something about love…. So, we’ve OFFICIALLY trademarked 2/13 as National Break Up With Your Carrier Day. Our goal, to get you out of your loveless relationship with your carrier.” — John Legere, CEO of T-Mobile.
“Funny is being on #ATT & getting voicemails out of the blue six months after they were left, then going to #Verizon and being told I can’t have an account because I owned my iPhone outright. Went to #TMobile and signed up in under 10 minutes.” #MyFunnyBreakupStory
And sometimes it doesn’t work so well…
“@Sprint customers — are you ready for #SizzlingSprintSaturday this weekend? Now is the best time to #SwitchtoSprint and we’ve got a great offer to help you do it. https://sprint.co/2SwBfL0” — Michel Combes, CEO of Sprint
“How is this a deal for sprint customers if we have to switch????? Wouldn’t this be aimed at @TMobile @verizon and @ATT customers? Don’t know ur own customer base but you want us to believe you can deliver on a real 5G network?”
:: Loyalty Does Exist
While negativity dominates conversation, there are a few happy with their relationship.
audience.ai analyzes conversation just like this to develop data segments and leads for our Clients. Within the Switching a Phone category, we have segments of ‘cord cutters’, ‘carrier haters’, ‘heavy data users’, and more.