Koodo needs more loyalty appreciation program!

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I apologize this post may contain some complaints, but it's also my sincere thoughts and suggestions.

I signed up for Koodo five years ago and really appreciated Koodo's tab idea and national wide calling. It seems that Koodo puts a lot of emphasis on new customers, but after being a customer for years, I feel that my value is no longer appreciated by Koodo. I strongly recommend Koodo to implement a better customer loyalty program, such as setting up a milestone program that allow old customers to collect points and unlock better deals/plans or receive rewards overtime. 

After being with Koodo for five years, I finally received the first call from Koodo about a promotional plan for recognizing my loyalty, but after answering the call I really wish they hadn't call me. The plan I was offered was so bad that made me feel somewhat offended. I had a 400min/300MB plan for $35/mo., and since I showed to be a heavy data user, I was offered a new plan that gives me additional 200MB for $45/mo. If I remember correctly, each 200MB used over the limit costs $5, so the plan I was offered was not anywhere near a promotion, but $5 more expensive than my original plan. Maybe there was more minutes given but who cares I barely make calls anyway. Moreover, the sales rep that called seemed very disappointed and hung up on me before I could even realize after I refused the plan. When I talked to my friend (who is also a Koodo user after my recommendation) about my experience, she told me that she once called to switch to a 2G for $50 promotional plan, but after waiting for a hour on phone, she was only told that the plan was only open to new subscribers. So we both learned that Koodo really lacks appreciation to its existing customers. Koodo may think that it takes a lot less effort to retain an existing customer because there are other natural strains that prevent customers to switch carriers such as the trouble of changing phone numbers, but to be honest, I'm starting to feel more and more of a disappointment and I will most likely switch carrier soon. I feel that the relationship between customers and carriers very much resemble dating and marriage. Based on my own experience, I started with Koodo at college time when I simply just needed an affordable plan with decent services. Now I've graduated and am more leaning towards building a pleasant long term relationship with a trustworthy service provider. Koodo has showed me so little loyalty appreciation that I can barely see any future in this relationship, perhaps this is the best time to break up so I can settle down with other companies that appreciate me more in the long run. Anyhow, Koodo, please disregard everything I've said if you are only looking for hookups. 
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Jude

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Posted 2 years ago

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Chadwick, Mobile Master

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Hello Jude. First off, i can say that i 100% cannot agree with you more. There needs to be things set up and put in place for long time users to be granted a little bit better of a deal than NEW customers. Why not flip the tables and treat older customers with a better deal, than the new customers. I understand the logistics of getting more people to sign up by giving a good deal. BUT its going to hurt Koodo in the long run by making the long term customers feel neglected. Posts like this are absolutely needed to bring things further along. Thank you for your comment. :) and as for the offer you were given, I am sorry that happened, sometimes front line reps are just doing what the computer tells them to do, unfortunately.
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Jude

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Thanks for your understanding Chad. I hope Koodo will hear my voice and put some action in it soon. 
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JeremyESQ

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Jude, I understand and endorse your argument about rewarding customers for their loyalty, however, unless you are willing to join the "SIM only" crowd, you will be hard-pressed to find a better deal with another carrier. If "SIM only" appeals to you, then I suggest Public Mobile. Same Telus network and they offer a $2/month discount to go on autopay and a $1/month discount for each year you remain a customer, to a maximum of $5/month. If you plan to finance a phone, stay with Koodo ... at least they segregate the finance cost from the plan cost.
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Jude

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Thanks for your suggestion Jeremy. I'm looking for a good data plan. I don't mind if it's a bit more costly than a normal plan, as long as it has gigabytes of data for a good price. Since I don't plan to buy phones from Koodo, it may not be a good fit for me anymore. May consider switching to Fido for their Spotify.
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JeremyESQ

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Jude, would you be doing "bring your own phone" or would you be financing one? With Public Mobile (hear me out), if you do a 90-day plan with autopay and 4GB, that works out to $129 (ie. equivalent to $43 monthly) and you could subscribe directly to Spotify for $10/month. Through Fido, a 1GB monthly plan would be $60 if you bring your own phone or $70 if you get a new phone ... AND you would have to start paying for Spotify after 24 months. Public Mobile is cheaper and you can spread out the 4GB data however you want during your 90-day billing period. Also, your Public Mobile cost would be reduced by $2/month after 24 months. (PS -- 6-year former Fido customer here)
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Timo Tuokkola, Mobile Master

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Feel free to switch to a different provider to take advantage of their new customer promotions, but you'll find that they also do not provide any special loyalty rewards for long term customers.
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Jude

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Hi Timo, I'm not sure I can agree with you on this point. Other carriers may not have a special program for this, but based on what I observed, they do make calls much often to existing customers to offer promotional plans, and the plans offered are also much better. For example, one of my friends was once offered a half year 6G data plan for $60, which is exactly what he wanted, and now he's tasted the goodness of a super data plan, he can't live without it and is willing to pay 80 bucks per month for it. Maybe my sample space is too small to be a valid representation of Koodo's overall policy towards existing customers, but after what happened to me and my other friend, this is the message I'm getting from Koodo that Koodo does not value existing customers as much as other carriers. I think Koodo has been very innovative on the tab program, which turned out to be very successful and there are times when other carriers trying to copy the practice. So why not take a step forward and create a loyalty program instead of sticking to the so called "industrial standard"? It could be an optional trial of a super plan or something similar. I totally understand the importance of attracting new subscribers, but it is just as important to find a balance point that does not make existing customers feel neglected. 
Finally, the one thing that absolutely backs me off from a carrier is the attitude of "switch however you want, we don't give a damn about you staying".
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Timo Tuokkola, Mobile Master

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The example you give is not a loyalty reward, it's a ploy to get you to either switch to a more expensive plan or commit to a new two year contract. Or both.
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Jude

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Hi Timo, you are right this is not an example of a "loyalty program", but the moral of the example is that the other company successfully spotted and exploited the need of an existing customer, plus the new plan itself does have value that justifies the price, while Koodo failed to do so. I think overtime as customers' trusts to a company build up, they are willing to spend more money with the company that understand their true needs, so Koodo needs to understand that it is not necessarily bad to promote an expensive super plan to customers as long as the price is justified by the value, because at the end of the day, it is the "value" that matters. As of my original topic about loyalty appreciation, it is a big topic and a loyalty program is only an idea right off my head, and loyalty appreciation can take in many other forms such as customized plan based on users behaviour etc. No matter what form it takes the goal is to make existing customers feel that the company still cares about them. Ultimately I think for Koodo to grow better, it needs to stop looking at what other companies have done wrong but learn from what others have done right. 
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M Al

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False. Fido has good one right now. A simple google search can find you these plans that are offered
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Timo Tuokkola, Mobile Master

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Really? Because when I google "fido loyalty plan", "fido $45 plan", or "fido byod plan", all I find is a limited time offer with 1 GB of data, which they offered last year in order to match a similar offer from koodo.
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David, Mobile Master

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In the same vein:
  • what does Koodo stand to gain from your suggestion?
  • since many of the plans from years ago are more lucrative than current ones, is not the ability to retain such a plan a loyalty bonus in itself?
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Mathieu, Mobile Master

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Jeremy, all carriers only require that now, only because it is what the law forces them to do ;) although Koodo was already doing this, so it didn't really affect Koodo when the law came into effect. As for activation credits, Fido and all other carriers also do it. Whenever Koodo does something, it's because Fido did it first
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Jude

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I agree with Mathieu that Koodo needs to do something to differentiate itself in the ever changing market. An idea should only be turned down because it is not a good fit, not because other people are not doing it.
Whether or not Koodo implement a loyalty program, it needs to show the attitude that it cares about us old subscribers. Although other carriers don't have a specific loyalty program, I've heard many stories that people getting offered a data boost for being a loyal customer as per their wording. Customers are less rational than you think they are, they can be easily moved hearing others bragging about their "loyalty" plans. My friend and I had many experiences hearing other people talking about the offers they get and then we called up koodo to inquire about such things, but were turned down coldly saying we could switch out if we are not satisfied but nothing else can be done. I have to say this is not the attitude that I expect to see. So at least pretend that you recognize customer loyalty like others and give us some hope to look forward to.
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Timo Tuokkola, Mobile Master

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The plans you speak of are not loyalty plans, they are retention plans, which are given to customers who threaten to cancel their service. By my definition that's far close to blackmail than any form of loyalty I've ever heard of and in my opinion, does not deserve to be rewarded.
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Jude

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About the second question of dfbutt, I can probably have a say for my age group. I signed up with koodo for a basic data plan when I was still a poor student. The plan was cheap, suited my needs back then, but now I've graduated and I'm in desperate need of a better data plan because I can afford more. Since I'm changing plans anyway, what incentive does Koodo give me to stay? At least I don't see any. The plans are no better value than other companies and with other companies I can even get a new user bonus. Perhaps I simply don't belong to koodo's target market. If that's the case, I have nothing else to say.
Anyway, a grandfathered plan may be good, but they will eventually wear off as people's needs are changing too, so why not take advantage from people's changing needs as well? Isn't anticipating customer needs the golden standard of marketing?
For the first question, my suggestion is basically for koodo to figure out some way to retain old customers better. So obviously koodo is better off by retaining more customers. In terms of how, that will need the corporate to figure out the best way to do it.
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Jude

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To Timo, the examples I talked about did not happen because my friends called to threaten a cancellation. Their companies called them, which Koodo does too just like the one I got yesterday. So don't get so pissed by claiming it's a blackmail. All I'm saying is that comparing to other companies, such calls from Koodo are way less frequent and the offers are way worse (even worse than my current one). And isn't it normal for a customer to inquire about a better deal upon hearing other companies offering one? I don't think it's a good practice for a company to say "so I heard other companies are offering deals to a loyal customer? I'm sorry we don't have such a thing and you can switch to that company if you want, but there's nothing we can do. Bye."
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M Al

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Just got off a web chat with fido. Because my wife is with them ($50 3gb unlimited t&t canada wide) (they called it a loyalty plan) i can get the same as her but 1gb for $40.50. and spotify. Wake up koodo. Even evil fido is offering a deal for people coming and staying. The new $45 plan koodo has now is not good at all.

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