Building Lasting Connections

Acclaimed management consultant and business theorist, Peter Drucker noted that “The purpose of a business is to create and keep a customer.” At Verizon, we are proud that over two thirds of our customers have been with us for more than 5 years. And that’s not by chance.  

Customers choose Verizon because we provide the best experience - from the most reliable, award winning connectivity to the digital and physical touch points along the way. Our products and services are created specifically with customer needs in mind, tailored to how an individual lives, works, and plays. Whether a business professional, a gamer, a student or an individual who just wants to know their call will go through, we have a plan that is designed around their specific needs. And we’ve pioneered the ability to mix and match these options within families and at the household level because we understand that not all family members have the same connectivity needs. 

We are an integral part of our customers’ daily lives by connecting them to the people and content they seek, and we are on a constant journey to give them more, from new and innovative products to how we show up and help drive change in the communities we serve and in society as a whole. Our credo - including ‘customers first’ and listening, anticipating, and responding to their needs - informs our strategy and daily decisions, ensuring we continue to deliver an exceptional brand experience and exceed our customers’ expectations.

Why they stay. 

The second half of Drucker’s stated purpose for a business is “keeping” the customer. So, how do we do that? A lasting customer relationship begins with us delivering on our connectivity promise - our network superiority is clear (as recently recognized by J.D. Power for the 25th consecutive study). Our product, however, goes beyond gigabytes and minutes. It is an experience that plays out every time a customer connects over our network, contacts a representative, or interacts with our digital ecosystem. Each touch point must be true to our brand promise, and we continue to make each of these interactions more personalized, with communications, promotions, and offers that anticipate and meet a customer’s evolving needs.

Rewards and benefits are important in strengthening existing customer bonds. Our Verizon Up program delivers meaningful and relevant rewards, discounts and experiences each month just for being a customer. And now customers have more ways to get rewarded. Our recently launched Verizon Visa Card - specifically created for Verizon customers - is another avenue to earn rewards and save on Verizon services through normal, everyday purchases. And the more Verizon services customers subscribe to, the more rewards and savings they can unlock. Our Mobile + Home rewards give customers additional benefits when they choose us for both their home broadband and mobile connectivity.

Our fan base. 

Beyond customer loyalty is a customer fan base. The Net Promoter Score (NPS) measures how likely a customer is to recommend a company to a friend or family member, and we track this measure closely to inform our decisions and help ensure a positive experience - one that promotes and helps expand that fan base. A rising NPS score is a mark of a virtuous cycle: satisfied customers recommend us and introduce our services to new customers who become fans themselves. Trust in us - our brand, our products, and our experience - is paramount. The NPS illustrates our success and helps us grow our consumer base organically through those who believe in what we deliver.

Drucker’s philosophy is simple to state but can be difficult to execute. We at Verizon win and retain customers by putting them at the center of everything we do - our credo, our products, and every touch point along the way. How do you attract new customers and keep current customers coming back?