Vonage has missed a point

Vonage says, according to the Wall Street Journal Podcast 5 August that it continues to loose subscribers even it has improved it’s customer service and revamping it’s marketing campaign.

I think Vonage has missed a point, customer will in general only contact the customer service if there is a problem with the product and marketing campaign is about acquisition customer (even Vonage Chief Executive Marc Lefar says this).

Maybe Vonage needs to take a look at their product, pricing and the value the customers get from using their product instead of just trying to replacing customer that leave the service with new customers – the current approach is a short sighted and expensive strategy.

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