When it comes to carriers, it’s really a numbers game. The more customers they have who sign on contracts with multiple lines and multiple add-ons, the better. However, in the pursuit of higher revenue, it’s starting to feel like carriers don’t even see customers as human anymore. But that’s something that Verizon wants to change, with the carrier’s CEO wanting to treat its customers better from now on.
Verizon CEO wants to treat customers better
Pretty much all businesses are customer-focused. After all, with no customers, who’s going to buy from them, right? However, the services carriers provide are essential, so sometimes, it feels like we need them more than they need us. This is why even some carriers don’t seem to care that their moves and decisions are questionable.
However, Verizon CEO Dan Schulman wants to change the relationship they have with their customers. Speaking to Bloomberg, Schulman thinks it’s time to go back to the basics. “We probably do have, objectively speaking, the best network, but the differential on that is less than it used to be, and we now need to do all of the basic stuff.” In particular, he says, “You have to treat people like humans, not like accounts.”
So, what does he plan to do about it? Schulman acknowledges that Verizon’s rivals have done a good job poaching their customers with better deals. To that end, the CEO wants to help make its offerings simpler and streamline its promotions. Will this work out? That remains to be seen.
Bleeding customers
Verizon has long positioned itself as the “premium” carrier. The carrier had previously attempted to focus on its high-value customers as it raised prices across the board. Unfortunately, that did not go to plan. Instead, the carrier ended up losing 2.25 million subscribers over the course of three years.
This doesn’t mean that Verizon won’t raise prices anymore. But rather, Schulman wants to make it so that if there are price hikes, it makes sense and adds value to customers. All of these are long-term plays, so only time will tell how they will work out. In the meantime, we can expect Verizon’s rivals like AT&T and T-Mobile to continue being competitive.
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