Verizon CEO Changes Belief That Free Phones Can Make Up For Poor Service, Says Profitability Comes From Listening “To What A Customer Wants”
A company handing out freebies can attract a large customer base momentarily, which may look excellent on Verizon’s earnings call, but Chief Executive Officer Dan Schulman no longer believes that this approach leads to increased retention. In fact, the CEO has altered his stance on where the carrier giant is lacking, and that’s in customer service, stating that if feedback was taken seriously and acted upon, costs could have been reduced substantially and profits could have risen. Fortunately, Verizon appears to have a solution to this. One problem that Verizon has tackled is providing customers with wireless extenders called femtocells […]
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