Today, the offering of bundled services by the big companies – internet, television and telephony, is a fact. Some customers, however, do not want to “have all their eggs in one basket”, as the old French saying goes. It is for this reason that when a failure occurs in the network of the major operator they are connected to, they wish to have a backup option at least for internet or telephone.
When it comes to the Internet – often resort to smaller ISP. There are customers for such services. Some even primarily use the local (neighborhood) provider for Internet and TV. And this is exactly where the puzzle is – why shouldn't these customers go to the big mobile operators?
You must be saying to yourself: “There is no way they will make me pass. I have a contract with the local supplier. It is a separate company. Yes, but no. One way or another, the big company manages to acquire the small Internet and TV provider, and so the subscribers automatically become its customers.
Two – three months after you are already with the new provider, your internet disappears. You call to report, and they tell you on the other side that “the service needs to be migrated” and you will be transferred to a colleague who will “make you an offer”. You quite logically ask: “What offer? I am satisfied with the current conditions”. On the other side, it is politely explained to you that there is no way for the box to be supplied with electricity, to which you answer with the question: You mean that in the center of Sofia, a European capital, there is nowhere to get electricity and power up a box?“. There is silence on the other side, after which the client of the smaller operator is urged by the already acquired larger one to still consider the possibility of entering into a contract with the company in which he ended up.
After the coronavirus pandemic, the world has changed. Business has changed. The fight for customers in every sector of the economy has become relentless. The schemes for capturing an increasingly large market share, respectively for “stealing“ of customers are endless. In business, the winner will be the one who is like a chameleon in the economic sector he is in. But what about the customer?