Publications

  • U.S. cable companies' wireless entry paves way for 'quad' play

    June 30, 2017 | Telecommunications | Reuters | Media mention

    Markets where quad-play has taken off have all had either an incumbent that was losing share or an aggressive new challenger that won customers through significant discounting. In the United States, that disruptor could soon be a cable company. "We're really at an inflection point now," said Mark

  • Customer experience rises to a new level of importance in the enterprise software industry

    May 03, 2016 | Technology | Press release

    Bain & Company research finds that changing IT business models have made a superior customer experience is increasingly important in driving market share and customer value

  • Giving mobile phone customers a reason to (happily) pay more

    October 16, 2014 | Forbes.com

    For the wireless industry, customer-centric innovation represents a path away from increasing commoditization and value erosion while giving customers new reasons to love their carriers and stay with them.

  • Customer Innovation in Wireless: Avoiding Commoditization

    September 30, 2014 | Bain Brief

    Customers say they pay too much for wireless service, but many also say they would pay more for new services that target unmet needs.

  • Simplify to Grow in Telecommunications

    July 09, 2014 | Bain Brief

    Telecom companies can spot complexity by identifying the pain points suffered by customers and employees. Leaders focus on eliminating the underlying causes to deliver a better customer experience and lay the groundwork for the next round of growth.

  • Can communications services providers earn their customers’ love?

    March 13, 2014 | Customer Strategy & Marketing, Telecommunications | Business Day

    Ask a friend whether he would recommend his mobile phone, Internet or cable provider, and chances are you won’t be convinced to sign on with that company. The truth is, across all three markets, customers typically go with the least-objectionable provider rather than one they feel strongly about.

  • Can communications services providers earn their customers' love?

    February 16, 2012 | Telecommunications | Forbes.com

    Communications services providers that can get their customers to love them, and become vocal promoters, will outpace their competitors over time.

  • Can communications services providers earn their customers' love?

    August 11, 2011 | Telecommunications | Bain Brief

    Companies in Internet, mobile and cable now compete on a changed playing field. With penetration flattening (wireless penetration in the US, for example, is nearly 100 percent) and competition intensifying, companies must fight for market share as never before. To be successful, providers will need