Hiding behind NPS because “It sounds about right”…

After two days at [another] customer experience conference I’m getting increasingly disillusioned and disappointed in the telcoms industry that I love. At least 50% of presentations from mobile operators and vendors focused almost exclusively on Net Promoter Score (NPS). This 10 year old measurement technique has become a crutch for the industry; if your NPS is better than your…

Ronan Dunne & O2’s Twitter Engagement

IMHO, Ronan Dunne is one of the few truly genuine CEO tweeters out there. As the CEO of Telefonica O2 in the UK (one of the country’s largest mobile operators) his Twitter contributions range from the performance of the [O2 sponsored] England Rugby team to industry news, the weather and praise for his local dry…

The most stupid CFO in history?

I walked passed this banner advert at Mobile World Congress 2013 every day for almost a week, and every day it bugged me even more. In its bid to speak to vendors looking to sell into operators I can [sort of] get where Juniper Networks was going; but read it, deconstruct it… There’s a CFO…

Industry Trends 2013

Kudos to colleagues @K_Chapman88 and @ljbye for pulling this together…the annual WDS Industry Trends report. In the wash of industry commentators issuing their annual trends/reviews, I think this has some real relevance. Download Report

Are EE’s 4G data allowances realistic?

The marketing message and benefit statements around EE’s 4G service seem wildly out of line with some of the tariffs on offer; enough that I can’t help but wonder how many consumers suffer from bill shock at the end of the month or find their connection being throttled within days. The EE 4G service starts…

Yammer and enterprise networking

News of Microsoft’s $1.2bn acquisition of Yammer hit my desktop at the same time I was reading a news piece about the ‘death of email‘. It’s enterprise networking tools like Yammer that incentivize the media to proclaim the demise of email. These platforms bring social networking functionality into the workplace, allowing colleagues to share and…

How far should McDonald’s stretch reality?

As part of an ongoing PR campaign to increase the transparency of its operation, McDonalds has answered a question that almost all of us will have asked ourselves at one time or another. “Why doesn’t my burger look like the plump, juicy one on the menu?”. It’s a brave move but I couldn’t help but…

App advertising: Breaking the iPhone ‘safety net’

Look what I spotted in the current issue of British Airways’ in-flight magazine. “Is that a…? No it can’t be. Yes it is…it’s a Nokia!” This is good see and it somewhat surprised me. So often (when advertising an app or piece of smartphone functionality), companies default to the iPhone. Nice to see something different…

Unlocked iPhones and the expectant consumer

Ian Fogg has written an interesting piece looking at how the same unlocked iPhone performs when connected to different operator networks. He has a wider angle; being that Apple’s position in the ecosystem could develop into something more threatening to operators should they look at progressing the idea of a secure embedded SIM. However, much…

PC PRO runs iPhone ‘Antennagate’ commentary

Following my blog post yesterday , PC PRO magazine ran some commentary… http://www.pcpro.co.uk/news/359677/apple-under-reported-scale-of-iphone-4-antennagate ————————————————————————————————- The number of customers affected by iPhone 4’s antenna issues is likely to be far higher than Apple reported, according to industry insiders. Apple CEO Steve Jobs stated that only 0.55% of iPhone 4 customers had contacted the company’s support desk…

Smartphone Report finished

Finished work on a new industry report looking at the implications of quickly ramping-up the population of smartphones on mobile operator networks. Download a copy here