Service options aren't the only key, however. Customers will expect assistance in making their choices, and the service provider that is prepared with accessible information and explanation will keep their attention. The attention customers receive and the customers' concept of subscriber privilege. This accessibility to customers, however, needs to be ongoing as the service provider builds a relationship with the customer and the customer builds confidence in their service provider and feels there are special privileges associated with being a customer. The Influence of Past Industry Experience on Customer Decision Making Any discussion of telecom promotions in the future, must first recognize the historical frustrations and concerns customers have had with telecom services in the past, which will no doubt influence their opinions.
Many customers lump their perceptions of telecommunications into one category.
So if they have had a bad experience on the long-distance level, the local exchange carrier may unfortunately suffer some consequences. Frustration in making simple calls from alternate carrier pay stations. Again, the frustration they have with what they perceive to be a simple task will spill over to their local exchange carrier relationship. Their sense of surprise in evaluating wireless charges such as non-standard roaming fees. Consumers are very cautious and even skeptical of hidden charges due to their experiences with wireless service providers.