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    Greg Haller, President of the Michigan/Indiana/Kentucky region of Verizon Wireless, discusses focusing on either winning customers quickly through price or winning customers forever through quality. Haller emphasizes the importance of customer satisfaction, which is achieved through superior core products, strong execution at customer touchpoints, differentiation, and company culture. Verizon Wireless is shown to have high customer satisfaction ratings and industry-leading low churn rates according to various studies. The company culture at Verizon Wireless values being the best rather than the biggest.

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    Greg Haller, President of the Michigan/Indiana/Kentucky region of Verizon Wireless, discusses focusing on either winning customers quickly through price or winning customers forever through quality. Haller emphasizes the importance of customer satisfaction, which is achieved through superior core products, strong execution at customer touchpoints, differentiation, and company culture. Verizon Wireless is shown to have high customer satisfaction ratings and industry-leading low churn rates according to various studies. The company culture at Verizon Wireless values being the best rather than the biggest.

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    12 views9 pages

    Haller 1233405013416040 2

    Uploaded by

    Raj Bala
    Greg Haller, President of the Michigan/Indiana/Kentucky region of Verizon Wireless, discusses focusing on either winning customers quickly through price or winning customers forever through quality. Haller emphasizes the importance of customer satisfaction, which is achieved through superior core products, strong execution at customer touchpoints, differentiation, and company culture. Verizon Wireless is shown to have high customer satisfaction ratings and industry-leading low churn rates according to various studies. The company culture at Verizon Wireless values being the best rather than the biggest.

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    of 9

    Greg Haller

    President Michigan/ Indiana/Kentucky Region Verizon Wireless

    Winning Customers Quickly vs. Winning Customers Forever


    If you want to add customers

    focus on

    quick

    price.

    If you want to add customers

    focus on

    forever

    quality.

    Customer Satisfaction
    Superior core product Strong execution at all customer touch points Differentiate and deliver Company culture

    Customer Satisfaction
    Top Five Advertising Slogans by public vote
    1. Melts in your mouth, not in your hands. (M&M's) 2. Sometimes you feel like a nut, sometimes you don't. (Almond Joy/Mounds) 3. Where's the beef? (Wendy's) 4. A mind is a terrible thing to waste. (United Negro College Fund)

    5. Can you hear me now? (Verizon Wireless)


    ( Web poll sponsored by Yahoo and USA Today.)

    Customer Satisfaction
    Core product is reliableall the time.

    Customer Satisfaction
    Provide superior customer service at every touch point.
    It is going to be a long battle to dent Verizon Wireless customer satisfaction lead. Strategy Analytics, August 4, 2004 Verizon Wireless customers remain the most satisfied with their services. Wireless Week, April 13, 2004 Verizon Wireless successfully answered customers questions 87 percent of the time on the first call, while the other three companies only managed to handle between 70 percent and 73 percent of customers questions on the first call. Vocal Laboratories, January 21, 2004

    Customer Satisfaction
    Provide the best products and services.
    Verizon Wireless remains the leader in wireless service with the best coverage and data technology in the business. Gartner Group, July 2004 As far as quality goes, Verizon Wireless is as definitive a winner as you can get. LAPTOP, May 2004 (Verizon Wireless BroadbandAccess service is) a breeze to install, as fast as a DSL connection and easily handles large files such as streaming video. The Wall Street Journal, April 8, 2004

    Customer Satisfaction
    Industry-Leading Results 2004 Churn
    4 3 2 1 0 1st Qtr 2nd Qtr 3rd Qtr Verizon Wireless AT&T Cingular Nextel Sprint PCS T-Mobile

    Culture
    We know that bigness is not our strength, best is our strength.
    Denny Strigl, CEO, Verizon Wireless

    Theres always a higher gear.


    Lowell McAdam, Executive Vice President and COO

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