Comments on: Verizon Should Spend $2.8bln on Customer Service http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/ Marketing, Media, and Technology Conversations Wed, 8 Feb 2012 19:55:30 -0500 http://wordpress.org/?v=2.8.6 hourly 1 By: Darren Herman - Marketing, Advertising, Media and Technology Blog » Blog Archive » Apple’s Cash Pile http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/comment-page-1/#comment-22817 Darren Herman - Marketing, Advertising, Media and Technology Blog » Blog Archive » Apple’s Cash Pile Fri, 07 Dec 2007 19:39:28 +0000 http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/#comment-22817 [...] but not many large companies do as it’s difficult to scale.  Nordstrom = fantastic.  Verizon = terrible.  If Apple really wants to win the war and not repeat a Dell Hell, invest quite a bit of money [...] [...] but not many large companies do as it’s difficult to scale.  Nordstrom = fantastic.  Verizon = terrible.  If Apple really wants to win the war and not repeat a Dell Hell, invest quite a bit of money [...]

]]> By: Greg Hills http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/comment-page-1/#comment-18659 Greg Hills Fri, 26 Oct 2007 20:43:03 +0000 http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/#comment-18659 Darren -- I'll take you at your word that you had a bad Verizon store experience. I've had some hellish experience there myself. However, relative to the other carriers, Verizon does pretty well. Here's a post on wireless industry site Fierce Wireless announcing Verizon as the top wireless carrier in a J.D. Power & Associates survey on retail store experience. Highest ad spend, top customer satisfaction.....interestingly, its not a zero-sum relationship. http://www.fiercewireless.com/story/verizon-wireless-stores-top-satisfaction-study/2007-10-26?utm_medium=rss&utm_source=rss Darren — I’ll take you at your word that you had a bad Verizon store experience. I’ve had some hellish experience there myself.

However, relative to the other carriers, Verizon does pretty well. Here’s a post on wireless industry site Fierce Wireless announcing Verizon as the top wireless carrier in a J.D. Power & Associates survey on retail store experience. Highest ad spend, top customer satisfaction…..interestingly, its not a zero-sum relationship.

http://www.fiercewireless.com/story/verizon-wireless-stores-top-satisfaction-study/2007-10-26?utm_medium=rss&utm_source=rss

]]> By: Josh Guttman http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/comment-page-1/#comment-18607 Josh Guttman Thu, 25 Oct 2007 17:30:45 +0000 http://www.darrenherman.com/2007/10/22/verizon-should-spend-28bln-on-customer-service/#comment-18607 Darren - there was a group in LA exploring launching a premium mobile phone brand a year or so ago. I participated in a focus group for them. I suspect they never ended up launching since we haven't heard from them, but the idea is certainly out there. Most companies only invest as much in customer service as is necessary. There are a few exceptions, such as Zappos, a company that has achieved huge success by providing outstanding customer service. In an industry as competitive and commodified as mobile phones though, increasing spend significantly is a big risk. Darren – there was a group in LA exploring launching a premium mobile phone brand a year or so ago. I participated in a focus group for them. I suspect they never ended up launching since we haven’t heard from them, but the idea is certainly out there. Most companies only invest as much in customer service as is necessary. There are a few exceptions, such as Zappos, a company that has achieved huge success by providing outstanding customer service. In an industry as competitive and commodified as mobile phones though, increasing spend significantly is a big risk.

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