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Smartphones: Building profitability and loyalty in the mass-market

Industry Briefing
In many mature wireless markets, smartphones already account for one in three handsets sold. By the end of 2011 they will have overtaken featurephones. As the wireless industry’s fastest growing category of device, smartphones are opening up many new and exciting revenue-generating opportunities. However, the migration from the prosumer to wider consumer markets is not without its challenges. This paper identifies five key pressure points that are facing wireless carriers and challenging the profitability and loyalty of their smartphone consumers.

WWW.WDSGLOBAL.COM

2.

WDSGlobal Industry Briefing Smartphones: Protecting profitability and loyalty in the mass market

Contents
EXECUTIVE SUMMARY THE RISE OF THE SMARTPHONE Subscriber Break-Even Smartphones and the Technology Adoption Lifecycle - Innovators and Early Adopters - Leaping the Chasm CONSUMER BUYING BEHAVIOR AND MOTIVATIONS IDENTIFYING THE PRESSURE POINTS PRESSURE POINT ONE: USER BEHAVIOR The Golden Hour PRESSURE POINT TWO: DEVICE SUBSIDIES Service Usage PRESSURE POINT THREE: COST TO SUPPORT Increased Average Handle Time - AHT by Operating System - Problem Type by Operating System Brand Escalation and the Threat of No Fault Found Propensity to Call PRESSURE POINT FOUR: SERVICE CONFIGURATION Failures in the Preconfiguration Model PRESSURE POINT FIVE: UNLIMITED DATA PLANS SUMMARY RECOMMENDATIONS APPENDIX ONE p3. p4. p4. p5. p5. p5. p6. p8. p8. p9. p10. p11. p12. p12. p13. p14. p15. p16. p17. p17. p19. p20. p21 p23

WDSGlobal is the trading name of Wireless Data Services Ltd. registered in England and Wales (company number 01714719). Registered address - Wireless Data Services Ltd., Alder Hills Park, 16 Alder Hills, Poole, Dorset, BH12 4AR, UK. VAT number GB 911330278 While every care has been taken to ensure

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