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ATT vs. Verizon
The document compares AT&T and Verizon's performance in the telecommunications sector, highlighting AT&T's larger customer base and Verizon's acquisition of Alltel. It discusses their strengths and weaknesses, particularly in customer service, and notes that both companies face competition and regulatory challenges. The summary also touches on customer experiences and future strategies for improving service quality.
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ATT vs. Verizon
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- 2. AT&T Largest provider • As of January 2011, AT&T had over 95.5 million wireless customers, just ahead of Verizon Wireless' 93.2 million customers.
- 3. Verizon Global broadband & telecommunications company • Owns and operates the second largest mobile telecommunications network in the United States • In January 2009, Verizon Wireless acquired Alltel Wireless in a deal valued at $28.1 billion.
- 5. Sharing Problems • BothAT&T and Verizon have their fair share of problems, mostly due to external forces.
- 6. Key Issue • CustomerService Policy: *Forget about it.*
- 7. Verizon SWOT Strengths Weaknesses • Coverage • Customer Service • Brand Recognition • High Termination Fees • Share of Market & Market • Variety of Phones Position • High Overhead Cost • Resources &Assets • U.S. Coverage only • Convenience (# of Stores) • Corporate Culture • Number of Employees • $30 Unlimited Data • Contracted Customers
- 8. Verizon SWOT Opportunities Threats • Iphone • Economy • Technology • Legal: Regulations • LTE 4G and Laws • Growing need for • Major Competition: communication in AT&T business • Smaller Competition: • Big business contracts Metro PCS (Price)
- 9. AT&T SWOT Strengths Weaknesses • Brand Recognition • Wireless Network (dropped • Largest Wireless Carrier calls) (Revenue & Customers) • Largely focused around • Variety of Products Iphone • Contracted Customers • High Debt • Competitive Advertising • Customer Service • Largest Broadband Service • Losing Landline Customers provided in U.S. • Towers • Largest Landline Usage
- 10. AT&T SWOT Opportunities Threats • Economy • Large International • Iphone no longer Market Exclusive • Competitors • 4G Network • Prices need to be • Emerging T.V. lowered • Rapidly moving market Service (Uverse) and need for customers • Legal: Regulations and Law
- 11. Two Wireless Titans VERIZON AT&T Strength & Strength & Opportunity Opportunity
- 12. Verizon: New Focuson Customer Service
- 13. Customer Service Matters! •National Federation of Independent Business: Customer Service First, Pricing and Product Second • 1/5 of Consumers: Customer Service is #1 for building trust in any organization • Harvard University: 80% of customers will be repeat customers if problems are remedied quickly and to that customers satisfaction • 86% of consumers have left companies due to bad Customer Service experience(s)
- 14. Losing Customers =$$$ • Retaining or satisfying an unhappy customer can cost as little as $15 • Winning a new customer can cost up to $600
- 15. Verizon Customer Reviews • Nope, Sorry. We can't do that. Pros: I hate to admit it, but they have great coverage. Cons: CS reps are rude, untrustworthy, and pathetic. • Verizon isn't THAT bad, but the customer service is horrible. Pros: service area, plans, nice phones offered at comparable prices Cons: customer service • Verizon has the worst customer service Pros: None Cons: Horrible customer service Bad information Disgraceful policies • It Seems Their Intent is to Drive You Crazy. Pros: service is reliable, products are durable, relatively few technical problems Cons: customer service, customer service, billing issues, customer service, and customer service • Not worth the hassle. Pros: Decent phone and internet connections. Cons: Terrible customer service.
- 16. Mystery Charges? • -Investigation from Federal Communications Commission has forced Verizon to a $25 million settlement • -$52 million in refunds to approximately 15 million customers
- 17. The Plan Customer Relationship Management • Intense hiring & retraining phase • Restructuring of billing invoices • Customer satisfaction surveys • Employee incentive programs
- 18. Advertising A new focus • Aggressive promotional marketing campaign • Letters & emails to customers- about promos
- 19. Sprint • Lost $30,000,000,000 and 1 million customers in 2007 and 2008.
- 20. Making Telecommunications Simple •Cutting down the service: – More Affordable – Less Confusing – Easier to Solve Problems
- 21. Ready Now Program •A personal, scheduled appointment for: – Buying a new phone – Changing plans – Questions on billing – Any other questions/concerns *Undivided Attention from Sprint Representatives*
- 22. Customer Service Champion Sprint Verizon and AT&T • Recognized in 2011 as • 2011 Customer one of J.D. Power and Service Rankings: Associates’ Customer Verizon and AT&T Service Champions (only 40 companies are are on the bottom selected in total) half of 143 companies evaluated
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- 24. Verizon’s Future • NewCustomer Service Policy?