Thursday, February 17, 2011

The Curse of Doing Right

We wrote about 2 wireless companies recently, US Cellular and Cincinnati Bell, and how they deserve kudos for their customer-friendly behavior. We have long seen US Cellular as tops among larger carriers, and today they were awarded top ratings for customer service from JD Powers. I guess this is bad news, "No good deed goes unpunished."

In the days since, both carriers have reported fewer wireless customers. If this trend continues, only a few large carriers will survive, and that "few" could diminish to 2. In major markets where most of us live, we just can't patronize any small carriers. What could be the bigger problem is wireless users, living in markets where these great small companies do operate, preferred to jump aboard AT&T to get the iPhone or join Verizon Wireless, maybe for the same reason.

The small carriers depend on the Big 4 for nationwide roaming, and the little guys are having increasing trouble getting reasonable roaming rates from them. Can you see where this is going? Pogo said, "We have met the enemy and he is us."

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