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Re: TiVo
Why do people expect some sort of "loyalty bonus" from telecoms & media companies, because you've been with them x years. The whole industry has created it, and quite frankly its ludicrous.
A 10-year old customer's money is the same colour as a 10-minute old customer's money. True you should keep your existing customer's happy so they don't go elsewhere, but by pricing and service level compared to your main competitors. Not by willy-nilly handing out massive retention discounts and bending over backwards to stop people leaving. That just disenfranchises the rest of the customer base, and before you know it everyone thinks they are getting a bad deal.
Do Asda give me my shopping cheaper than other people who shop there because I've been shopping there longer? What about Esso at the petrol station, the local pub, or anywhere else I could mention where I spend money on a regular basis. Of course not. They refine their offering against their competitor to make sure they continue to appeal to me because they know I can easily go elsewhere to spend my money. For some reason telecoms & media companies don't seem to have grasped this, as all they care about are subscriber numbers and "churn", and they'll do anything to keep you there (including practically giving the product away!)
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