Verizon rather let their customers walk to the competition vs having low sales quality metrics. Period. That is our churn problem. Over management of our base. Too many metrics to hit that puts the sales person in hot water. Want to see churn go down? Just count phone sales. Wow! It's like magic! "It really worked" market analysts would be heard saying. These leaders spend wat too much time talking numbers and chasing their tails. Pay $20/new line and $10/upgrade. Give a percentage of the sales dollars as the kicker for other items. Look for volume and don't micro manage quality. You can then stop the daily manipulating that goes on in EVERY store. KiSS method. Detached leadership is our Achilles heal.
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I agree about that detached leadership, specifically upper management. Sups, sms...they were just set positioning stuff that came from above, but the decision makers, the people who said "hey let's run the business like this" are to blame for Verizon's downfall. I can't tell you how many times Verizon launched a change that customer service was given very short notice on, and we were expected to just cope with it.
Many decisions felt like zero feedback was gathered from the frontline and the decisions were just decided on a whim by people who don't get how it works. If stuff was wrong, they'd fix after the fact, if at all. "Oh we accidentally broke x? Whoopsie! Omelettes and eggs."
Integrity issues on the way! Time to celebrate the cheaters. Mark my words.
Too logical. We need to nickel and dime everyone to death including the reps until there is one customer and one rep left in all of Verizon.
Too many mid level directors all wanting their say and people who put in the work aren't allowed to give their two cents.
Look at these new plans. They are a mess. They look like they were designed by committee where saying No was not acceptable.
Customers want simple and clear, sales and service want simple and clear, Wall Street wants a simple and clear path to profit.
But the Sampaths in the company want to imitate Homer Simpson when he designed a car. They want to put everything in it with layers and layers of complexity.