I would simplify the data and voice packages. Too many choices isn't always better. Keep it simple, without any hidden costs.
I would simplify the data and voice packages. Too many choices isn't always better. Keep it simple, without any hidden costs.
I would subsidise phone prices further to make contracts more attractive and not have the early adopters bay exorbitant monthly premiums when phones hit the market.
I would also make a point of getting all the Vodashop, Vodacom 4U and the smaller registered retailers that do contracts at a conference and focus on getting customer service in shops to a higher standard. Don't make returning faulty units such a hassle especially if they're less than six months old, have the water marks discoloured due to normal wear and tear but see no physical water damage to the phone; make sure clients are given loan units when theirs are booked in for repairs; have the staff who assisted with the booking-in follow up with repairs and finally have a direct line of communication with the shop manager, to make the customer feel like there's at least someone on the other end who would like to deal with their complaint if they can't make it face-to-face. This can be through e-mail or an IM message service, like Skype or Gtalk.
Improve the repair turnaround time so that customers aren't frustrated. This involves both Vodacom and the manufacturers of the phones, along with their respective repair centers, to work together to get things done, not get it done six months down the line.
Hold negligent call centre staff accountable for stuff-ups that they themselves made, and have them call back the customer and apologise. It takes a big person to admit they're wrong and it gains the respect of the customer if a sincere apology is offered.
Once customer service improves and people see how things are changing, concentrate then on lowering prices and competing for market share.
Also, those cancellation fees? Have someone work out how much it'd hurt the bank balance to absorb even half the cost of the regular cancellation fee and make the customer feel less like they're being forced to stay in. Don't ignore the CPA on this - you want to make the customer feel like they can back out of the deal whenever they want, and it won't hurt them too much to do so. Keeping them locked in only creates more anger and frustration.
If you're not taking proper care of your customer, your competitors will gladly do that for you!
Last edited by NAG - Wesley; 17-08-2012 at 08:59 PM.
We can dream, but Vodacom would never bring data prices that down. 1GB for R30? Guys, that's far too fetched. Vodacom's probably waiting for MTN to make a move first.
I want CellC's 15c a Meg thing...
For instance an unforeseen anti-virus program update just nailed my leftover Vodacom data. And gave Vodacom R20 OOB bonus again.
How much would I need to spend to get 100meg to last me through the rest of the month (email cap).
CellC's deal is just much more flexible, and you don't pay premium for that flexibility.
The only way to improve upon that deal is lowering the price per meg, but the core idea is perfect.
Last edited by HideInLight; 21-08-2012 at 10:45 PM.
Change my business plan to focus on data as my primary revenue stream moving forward...
... be very, very embarassed for the way I am ripping people off.
Then again, I am assuming he has a conscience.
Originally Posted by jingaling
(1) Call a big cahoona meeting to decide on a couple of issues before we can really go forward. Basically:
1. What is Vodacom's responsibility to act in the interests of the "old" mobile communications industry in South Africa (voice and SMS) in contrast to its duty to generate profits for its shareholders and any social responsibilities to the People of South Africa.
With an all-IP future is it justified to seek maximum extraction on pre-3G infrastructure (highest possible voice and SMS tariffs allowed by the market and regulator) while not re-investing, or should the view be taken that voice and sms infrastructure has already produced a reasonable return on investment and we can make serious improvements to the well-being of poorer South Africans by bringing call costs down significantly.
2. What is Vodacom's responsibility to act in the interests of NGNs and the internet industry in South Africa?
The company has rolled out some monsterous infrastructure for mobile data but is simply charging to much to cause major uptake of data services. Should Vodacom be steering the ship towards "wireless LLU" or should it retain the current strategy (and look how well it is working for Telkom in LLU)
3. Is Vodacom's main customers low revenue people or high revenue businesses and what does this mean for our pricing and customer service.
How should Vodacom bring out products and services to lower revenue customers? Should it be accepted as good business practice to have regressive pricing where lower revenue customers pay disproportionately high prices or should high revenue customers effectively subsidize low revenue customers. Is there a middle ground to be found by looking at networking effects and the externalities which low call and data costs have.
(2) I'd sponsor another rugby team and use the sponsorship of that azure dairy club to peddle influence and allow the players who Springboks to focus on their national commitments, some of the others as muscle workers for technical teams - save on the need for forklifts and stuff, and anybody left can serve as chaperones at matric farewells.
[Before a Pretoriaean Edict condemning me to death or an allegation of intent to abuse powers is made let me point out that this suggestion is for the most part a joke]
(3) I'd buy (probably lease actually - with all the oddities of aviation financing etc ...) a small Vodacom Corporate Jet that is on the hip and happening edge of greener aviation.
Firstly jets are cool. More importantly it is a very physical and present way to mark brand existence particularly with the next step I'd take.
(4) I'd re-launch Vodacom's roaming products and bring out a roaming data bundle product - along the lines of Verizon's 100Mb package. The focus on roaming would be on businesses travellers and creating solutions for multinational operations. The concept of running your business (or a regional office) from South Africa would be the focus. I would pair Vodacom's call centre hosting and related products as well as other strategic business solutions companies (such as banks) into a glitzy conference for new business opportunities in South Africa and neighbouring countries. I'd have the jet christened (Jet's are christened right?) here.
(5) I would bring out a 3G but non-mobile based product that offers consumers data at R50 per gig prepaid. Basically the access is locked to a specific area or whatnot but how exactly is a question that is answered in a manner that doesn't result in having to devise complicated and expensive systems - my suspicion is that a sim card can be locked to a particular tower.
(6) 100Mb per month free per household as policy. Structure a household registration process (and there are benefits to having households registering including market information) and start the with the Webbox.
(7) I would introduce a unlimited data for smartphone product which is available to customers already on uncapped (in whichever form) internet products. More importantly I'd listen to Paul Hjul's advise to CellC and make suitable adjustments to the climate for Vodacom in light of (1).
...explain why a MB bought from me in SA costs R2 but that same data, when sold in UK, is "discounted" to R5. Even though 1st world data is cheaper. Even though my Voda partner there charges its citizens R0.02 for that same MB. Which can retrieve the same data. And even though our agreements have my company paying half that rate.
The thing is we all need to live, but we cant rob people of there money. We will pay but offer us some good products
as are you
(as is this)
lol, well I am hoping that most Blue Bull fans don't read the post - you know big words and stuff
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