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Monday, October 17, 2011

Self-regulation deal gives cell customers a warning before surprise charges are issued

Today’s New York Times explains how wireless companies will send a message to customers who are about to use more minutes than their plan includes, thus helping them avoid penalties and fees associated with going beyond their plan limits.  Click here to see the story.

Implications:   This doesn’t just help the wireless industry avoid government-imposed regulation… it’s simply a good idea.  Consumers don’t like surprise expenses.

Do your company’s billing practices ever catch consumers off-guard?  Is there anything you could do (or is there a way you could better communicate) to help your customers avoid bill shock?  I’m thinking about what you could learn from the wireless industry’s recent experience… if you render automotive service/repairs, health care or other categories where the invoice can sometimes be an unpleasant surprise. 

Mike Anderson, for the Elm Street Economics consumer trends blog. A service of The Center for Sales Strategy, Inc.

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