| 9. Learning & Experience Effects:
The major complaint found in the cell phone industry was cost and services. So to improve their service, the company has increased the training for customer service employees to 10 days a year, and introduced a new plan to address common complaints; also tied executive compensation to customer satisfaction.
There are more options that buyers can choose from, whether it be the actual phone itself or the service plan. Companies are now giving customers a series of contract terms and costs as well as giving them a sample of how their first bill will look like so they understand the contract before signing it.
Service carrier is a very important factor to maintaining consumer satisfaction and to keep consumers. With that, companies are all pushing new data services for business customers to increase new revenue sources.
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