Where is Customer Service in the Future of Wireless?

Tuesday, 01. 19. 2010  –  Category: Dial611

More and more providers are jumping into unlimited or “all you can eat” packages, offering customers a security blanket against the old fear (and lucrative business model) of overage charges.  But like any competitive marketplace, there is always a desire to trump the competition.  As a result, these unlimited packages have gone from $200, to $99, to now well under $50 per month.  While consumers cheer these more reasonably priced offerings, anyone who knows business has to wonder—where are the margins?

It would be one thing if providers were not expanding their networks or improving to 3G and 4G technologies to deliver service.  But if the data overload that iPhones are delivering to AT&T are any indication, the opposite is true.  With calls, texts and data demands…