Boldly Go

Verizon experienced real growth in 2020. We accelerated our digital transformation efforts and achieved significant progress against our goal of NPS 50. We extended our 5G leadership and upheld our leadership in 4G as the most awarded network. In short, we went from Survive to Thrive over what was arguably the most challenging, unpredictable year in our lifetime.

Strategy and our winning aspiration remain the same, but it’s no longer just an aspiration; we’re making growth real. We will continue to build on our network superiority. We introduced 5G UWB Nationwide, a network that provides a truly transformational experience. Our new Mix & Match Fios and mobile offerings resonate with customers, putting world class experiences and options in their hands. This year we’ll continue to deliver even more personalized offers, rewards, and promotions to existing customers and continue to innovate new products and experiences. We will further differentiate the Verizon brand and value proposition, and surprise and delight our customers.

Changing customer perceptions of our brand means putting the customer at the center of every decision we make. Consumer expectations are changing rapidly through the pandemic and now is our chance to gain on our NPS momentum and do things that will wow the customer. We’re delivering on our commitment to show up how and where our customers expect, welcoming more and more consumers through the Verizon “digital front door” - offering engaging, self-serve experiences that guide them through our retail, customer service, and any of the other omni channels - all online. Providing effortless, contextualized, personalized, and memorable experiences.

Another pivotal component of our strategy is our people, our V Team. Consistent with our commitment to be the employer of choice, we’ll continue to evolve and innovate our ways of working, and reimagine our tools and technology to support their performance. We’re going to empower the V Team to make better decisions to serve our customers and communities. The technology we’re building to create an exceptional customer experience will also be used to help the V Team build trust and understanding with our customers and deliver the best value and most effective solutions.

We’re continuing to inform and empower our V Teamers to take the right actions on behalf of our customers and our business. And we’re committed to getting our people to where they want to be - providing the tools and training they need to realize their potential. As challenging times prevail, we’ll continue to prioritize V Teamer safety as they provide efficient customer service through Touchless Retail and other advancements.

We’re also continuing our A Call For Kindness campaign; a reminder that, behind our masks, we’re all human, we all struggle, and we could all use a little compassion. I’m grateful for the chance to help catalyze this movement and work for a company that prioritizes caring for each other and the communities we serve. This includes volunteering. In 2020, Verizon Consumer Group reached 140% of our hour annual volunteering goal. That was more than 58% of the team volunteering through the Verizon Volunteer Platform, contributing close to 180,000 volunteer hours to things that truly matter.

As we embark on 2021, I’m excited about what’s to come: growing and empowering an inspired team that delivers world class performance. Join us as we boldly go into the new year.