This week I participated in a panel at CCA on “The Evolving Operator: 2014 & Beyond” that was moderated by Sue Marek, Editor in Chief of Fierce Wireless. My co-panelists were Rob Riordan, EVP of Corporate Development for Cellcom, and Mauricio Sastre, Vice President of Product for FreedomPop.
For those that aren’t familiar, CCA is the Competitive Carriers Association and basically includes all of the wireless carriers smaller than Verizon and AT&T. Until Sprint and T-Mobile joined, it had been the Rural Carriers Association. So everyone at the show really cares about the success of small operators.
Early in the discussion, I answered a question by saying that I believed that we need to make three critical strategic shifts:
- We must recognize that we’re operating in a commodity market. Today, we don’t operate our businesses in a way that supports a commodity market.
- But, we can’t be satisfied with being a commodity, we need to find ways to differentiate.
- Finally, we need to act like an Internet company. (Move faster, focus on the customer experience, eliminate bureaucracy, do less and partner more, etc.)
That sparked a follow-on question from Sue for all three panelists. I was sitting in the middle at the table, and I’d say I was also sitting in the middle relative to this question. She asked “is wireless really a commodity?”
Rob is convinced it’s not. He passionately described how many competitors Cellcom faces in Wisconsin, and yet they take the largest share of subscribers. They do it by being part of the community and caring about the people they serve. They don’t operate an IVR – when you call them a live person answers. I don’t disagree with him. For operators like Cellcom, there is an opportunity to be seen as special by those in your community. You aren’t just another provider in a competitive matrix, you’re a neighbor who cares.
My position was that wireless is becoming a commodity. Especially if we look beyond the traditional mobile operators and recognize that we’re really competing against the Facebook and Google’s of the world, who provide over the top services using our own bandwidth against us, we have to realize that our traditional operating model must be challenged.
Mauricio kind of shrugged and said, yeah, of course it’s a commodity. FreedomPop wouldn’t be here and growing as fast as we are if it weren’t already a commodity.
What do you think?