When Ashley tried to move her data from her old iPhone to her new one, it should’ve been a one-tap, one-day upgrade.
Instead, it turned into days of frustration, multiple support channels, conflicting instructions, and a customer who seriously considered giving up.
What took her daughter and husband a single step became a maze for Ashley.
If you’re a telecommunications provider, this episode is your front-row seat to what’s actually broken in your upgrade journey—and what it feels like when your “simple” processes aren’t simple at all.
Listen in to hear:
Where the experience fell apart for Ashley
How small points of friction turn into multi-day problems
What you can change right now to make upgrades easier and more human for your customers
I’m Kate from The Insight Shop. I help businesses find and fix the hidden barriers that keep your customers from doing more business with you.
🎧 Hit play, then ask yourself: If Ashley were my customer, would she stay or would she switch?
If you’re ready to make sure she stays, reach out and let’s talk about your upgrade experience, kate@theinsightshopllc.com.
