churn

Idea Factory: 4 stories to illustrate mobile and youth cultures around the world

by Freddie on June 1, 2011

mobileYouth as storytellers. We tell stories of youth and mobile culture from around the world. What are these stories? And how do these stories help us understand what changes are happening in the world of young people? How can these stories help big brands like Nokia, Sony Ericsson, Motorola, BlackBerry and Samsung better understand young people’s social lives? Find the answers in the most recent slidecast from the mobileYouth Idea Factory.

Trend: Churn is Social (Are industry ideas about loyalty wrong?)

by ghanik on May 25, 2011

Is there such a thing as loyalty when it comes to young people and mobile operators? What are the limitations of using price as a strategy to reduce churn? Can operators use influencers in a group to get the group to switch operators? What can operators learn from the young people in the Harajuku area [...]

Idea Factory: The story of Vodafone Australia, Generation O and reducing youth churn

May 17, 2011

Vodafone Australia saw a mass exodus of subscribers as a result of poor service. What were the behavioral drivers that caused people switch? What can we learn from this and what steps is Vodafone Australia taking to fix the issue? Also what else could Vodafone Australia do to create positive influence? Find out in the first slidecast from mobileYouth Idea Factory.

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Operator vs Youth Churn — What Young Asians Think

May 12, 2011

Guess what, reducing churn is possible. Even reducing churn in the supposedly most fickle market–ie. the youth–is possible. Go to http://mobileyouth.asia for the full post.

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From Share of Market to Share of Customer

February 21, 2011

Mobile’s Next Growth Story A lot of talk is dedicated to “engaging youth” yet what exactly is engagement and what does it mean to us in marketing and product development? Arjun Gupta, 21 from New Delhi empties his pockets to show off 3 mobile phones. That doesn’t include the Blackberry Javelin he carries conspicuously in [...]

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Mobile Youth TV #5: 3 Step Strategy to Fight Youth Churn

September 20, 2010

As someone responsible for loyalty in a mobile company, have you been introducing discount programs and advertising heavily on TV and Print to promote them only to find that they are not working? Then this week’s mobileYouth TV is for you. This week on mobileYouth TV we continue our Youth Loyalty Series as we share our findings on how youth churn is a social process influenced by peer recommendations, how mobile operators can address this by focusing on customer service and youth engagement programs, and the importance of introducing new metrics to gauge the fight against churn.

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Mobile Youth TV #4: 3 strategies for mobile operators to fight youth churn

September 13, 2010

In episode 4 of mobileYouth TV we give mobile operators 3 strategies in their fight against youth churn to pick from. You can lower your prices, tie up with a handset brand or focus on better serving your customers. Watch the video and read the post to find out the benefits and drawbacks of each of the 3 strategies. Then let us know in the comments what strategy or a combination of strategies you would pick to battle youth churn.

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Mobile Youth TV #3: Pricing Strategies and Churn

September 6, 2010

Mobile operator price wars are nothing new. From Indonesia to India and now Kenya. We look at operator price wars in the three markets and draw on learning from them. How do these price wars unfold? How do they affect operators and their KPIs? How do they affect youth mobile behavior?

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Mobile Youth TV #2: Loyalty and Churn

August 30, 2010

This week we are looking at how AT&T, Sprint Nextel and Verizon are fighting consumer churn. Annualized youth churn rates across the 65 markets covered in the mobileYouth report average just over 30%. That means one in 3 youth accounts are switching or deactivating every year – an attrition cost that totals billions of lost dollars for service providers. See how the top 3 US operators are dealing with this issue and find out which method is the most effective.

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How can operators reduce youth churn?

July 14, 2010

How did Operator X reduce churn by 45%?
What drives youth mobile loyalty?
How importance is influence and earned media in shaping churn rates?
What are the key youth trends in mobile churn you need to pay attention to?

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