Marketing mistake. People compare the cost of their Verizon bill to the cost of the competition. We are not the cheapest and bottom line we are now pushing our customers to add $10 perks and further increase the cost of their monthly bill. Oh, perks may "save" people a little money but it does not reflect in the cost of the Verizon bill everyone receives monthly. Customer see the bottom line cost and get sticker shock. Now we pit perks up against the cost of other items that add to the monthly cost. We are told perks are here to help add value and make it harder for customers to leave. In reality, higher bill comparisons and the customer having to choose between perks and vmp, or a watch or adding a line makes selling VZW an uphill battle with every customer. 1st time in 10 years changing your plan doesn't make sense to the current consumer base. So now we have a customer see their Verizon bill is so much higher then a quote from the competition. Our retail stores and save department aren't going to convince a customer not to leave because the "value" of saving $2 - $4.99 monthly on perks they subscribe to when those same perks increase their bill $10 to $30 on average. Plus now because they didn't take the VMP due to the added costs of perks and have a broken/defective out of warranty phone then our churn ends up increasing. Bud light could do a better job marketing. We should just come out and tell our customers that they are spoiled and should be grateful we allow them to buy perks. Guess we feel our customers are kinda fraty. We just made the front line sales job harder with these plans and perks. We continue to find new ways to mess our mobile business model up. Keep it simple Verizon. Provide good service without smoke and mirrors. Good service at a good price will keep churn low and bring new customers in the door. You make it hard to win by over thinking it. Bookmark this post and review it next year. I'd love to be wrong but MyPlan is another example of Verizon missing the mark. Our c-Suite people keep getting "sold" a bag of beans by our so called partners. Heck, if I don't want to change my own families plan to this plan then they missed the mark.
18 replies (most recent on top)
I am so beyond happy I don't work for this mis-managed sinking ship of a clown show. Wtf are perks? Glad I didn't have those metrics when I worked there. Altho I had to get thru years of abuse, being told I'd lose my job if I didn't sell a hum. Years of wearing blue denim outfits even tho no one was happy about them. Pushing home insurance hahaha what a scam. Perks remind me of when they made us sell RGF's. Revenue Generating Features, Another scam that only lasted a few months then disappeared. Funny thing is I never lost my job for not selling hums. After my GM explained to me that vz makes money by collecting the customers data. I realized the hum wasn't a product for consumers. It was a product for vz to exploit their customers. They can sell our customers where-abouts and collected data to marketers. Everything vz does is some sort of scam. And when you work there and point out the obvious bullsnit the kool-aid drinkers would get so upset and claim you're wrong. Why is there a sales bucket? Is it bc you don't want anyone to know how much they actually make in a sale? After I quit i immediately switched carriers. No one will try to force me to buy snake oil from Verizon.
lol the amount of downvotes here are hilarious. Struck a cord maybe.
They are collecting data that they resell and charging us $10 for each perk so we can have the pleasure of telling them what we watch and how much we are willing to spend. I am one of the customers who told my salesperson that I did not want any perks. She had to get her manager and he not only refused to honor my request but he added perks on 2 lines which I was supposed to be thrilled over because he saved me $8 a month on streaming services. I will negotiate my own streaming services and it is none of Verizon's business what I watch. It took me 3 days of non stop phone calls to get the perks removed and money credited. I also had two visits to the Verizon store where the manager would not do what I wanted which was to cancel the perks. This was after I cancelled them myself only to have them "magically" reappear.
What!!?! VMP sales results are lower then ever!!! Who would have called it? Customers don't have unlimited money they want to pay Verizon? You mean buying perks would cause them to question buying vmp and raising the bill. Guess we should have planned ahead and had a little foresight. Same goes for vz Home protection. We add to the cost and Customers leave for less expensive service of T mobile? Wow, is that how economics works? That's weird. Our bean counters told us otherwise and our vendor partners told us we would be rich. This really isn't working. We should probably double down and outsource our customer service to hard to understand foreigners. Wait, oh my bad, we already did that causing us further loses. Churn is off the hook? Oh boy this is getting bad. But I can't seem to look away.
Verizon would reinvent the wheel and come up with a triangle. We would reinvent sliced bread and come up with crust. We would redo penicillin and end up with black mold. They try to outsmart the competition and come up missing the mark again and again. The competition doesn't beat us, we beat us.
True. They should use ChatGPT to help them create a successful business model. AI isn't going to have us slinging other companies products.
I'm losing sales because I am forced to push other companies services. I am required to sell Disney, Apple, Hulu, Walmart and Netflix. I hope our shareholders are happy they pay us to make other companies profitable. Please have Hans come and coach me on how this sale sounds. Because it sounds alot like a used car sales pitch. I have to back track and double speak just to try to close simple Verizon sales revenue products. Marketing is a joke. What is our core business? Can we please get back to it. Wireless acquisitions and retention makes us successful. We want to make perks 1 of our 3 pillars? Phone growth, Home Internet and other companies stuff. With perk pitches adding to our customers monthly Vetizon cost and causing us not to close deals and watch current customers walk due to price. What is the number one churn reason? Cost. Cost. Cost. What are we increasing with other companies product perks? Cost. Look, I'm not a rocket scientist, but doesn't this seem like a bad idea?
Let's give them discounts via 1st responders and auto pay to make our service competitive then slame a bunch of non-verizon products to push them away. Genius.
The best is when you put all this cr-p on a quote ( as we are instructed to do ) and the customer looks at it and you can see the wtf look in their eyes!! So you back peddle, remove all the BS and the customer says, that's still more than I pay now...I'ma think about it, shakes their head and are never seen again!
Verizon can't figure out what they are good at. Hum, Go90, yahoo, AOL, 3rd party sales of "perks". Next we will have gum and mints at the counter. Maybe we can add 3rd party gift card sales and solar to our perk portfolio. Take a look at our time share options plus you can add Disney and Netflix and our home subscription to Hello Fresh. Pull up to the instore pickup spot and we will check your windshield for damage. Speaking of cars would you like our Ultimate detail package? We have a BOGO on our Sham-wow! Or maybe you'd like to try our Harry's Razor package... each purchase comes with a Rainbow flag window decal.
This month the new kpis for the frontline are perks and thi(total home ins) they replaced Premium unlimited plans and Setup and go(into your wallet) I can understand the benefits of Premium plans but adding more 3rd party insurance well its a tough sell Wait! I'm an Insurance sales person now?I try to keep existing customers on their old unlimited plans and only change if they insist going from a tiered plan ,otherwise they're are good! Selling accessories, set up and go(into your wallet),pull thru,and Premium unlimited plans are not even mentioned. I truly believe that these people do not know what they are doing, this with the increasing store closing times are beginning to affect this new round of frontline employees morale.
I love the fact we were told that customers didn't want to pay for this stuff because they didn't use it ,so we changed the plans, and now we have to try and sell it to the customers that supposedly didn't want it in the first place....only at Verizon.
Yet they are going to go all in with new perks so we can increase the customers VERIZON bill $50 or more bucks! Then compare your bill vs the competion and wonder why churn is up and new lines are down. Sell verizon products plain and simple. Stop the garage sale. So d-mb.
They say perk attach rate for online customers switching and upgrading to my plan is .70 there ain't no dam way.
I'd rather keep my stuff the way it is, than save a measly 5 dollars monthly just to do it through Verizon. Perks were and are a huge failure.
I work in customer service and I have customers calling up and telling me they told the rep no to the perks and yet still added.
Perks are a scam! Another item we have to trick customers into buying. Slide it in a quote. Sneak it past them. Let's push another non-verizon service and add it to the bill.
I switched to Mint and only regret not doing it sooner TBH.