Jason Meserve

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Consumers are a funny bunch. We want to be first with the latest hot smartphone. We want flawless experiences when we deal with online services and don't deal with slow responsiveness well. While our want for new devices is good for the device manufacturers, our lack of patience can be a thorn in the side of carriers as the try to deal with the influx of people buying new devices when they're released. When it was just the Apple iPhone and a limited number of outlets, the carriers only had to plan a new release about once a year and didn't have much competition; if the user experience wasn't the best, customers couldn't flee to an alternative carrier. Now, carriers have multiple popular smartphone platforms (the Samsung Galaxy 4 sold 10 million phones in its first month), more competition (almost all carriers have the iPhone now), and a need to deliver a great expe... (more)