If I was in charge of Verizon, the first thing I would do would be to take the large group of people, known collectively on TV as “the network,” – seen following around the “can you hear me now?” guy in the commercials – and reassign them to work in Customer Service. In fact I would make the core focus of the company customer service. I would make going to the Verizon Store something you love to do – not loathe to do.
Note to Verizon. I can hear you. Great job on the network thing. Now that we have established that fact, let me hear you be nice, thoughtful, and helpful. Make me feel like bypassing the iPhone and AT&T (who could also benefit from this) or Sprint, or whomever, was the right choice because you actually care about your customers.
From the billing process, to telephone help desk, to the in store service and sales experience, there is huge opportunity for you to improve what you do, while setting a new industry standard for excellence. Be the first to own this space and make service the cornerstone for your future growth. Can you hear me now?
What would you do first if you were in charge of Verizon?
