We were the best. We had the most customers. We could stand by the network. All we had to do was continue with the winning formula. Having the best Service. Not providing terrible products (physical or digital). Rumor had it we lost the original Apple deal because we wanted a piece of the App Store. Which led to vcast… Then the Triple H Hub, Hum, Hpc! HPC Isn’t a bad product; however, you can’t anticipate every single person to walk out the door with one. Sounds like current hum expectations. When you expect sales representatives to sell a niche product to everyone you will get escalations, ghost lines, and aggressive shady sales tactics. These unethical sales tactics are always swept under the rug creating a negative snowball effect by inflating numbers. For instance a free Ellipsis 7 tablet, another terrible product, was pushed on every customer's account by bundling with loyalty plans, or used in Gimmicks to save an unlimited data package or to buy a phone at a 2-year subsidized rate.
Could you imagine if VZW had only focused on providing the most amazing Network and only carried quality equipment? What would happen to call in rates, return rates, NPS, Occ's. Then the purchase of failing internet companies AOL and Yahoo. Could you imagine if we spent that money on network infrastructure and network / Machine-to-machine R&D? Could you imagine if that R&D led to current products in Verizon connect (Fleet Management, hum) or one talk, and actually worked near perfectly?
Can we just focus on being the absolute best again? If you're in an ivory tower please make decisions based on 1 customer experience 2 absolute quality 3 positive employee environment/ culture from top to bottom. Stop building boiler rooms.
I might be on the front line, but I used to think I had a wonderful techy Interpersonal career that I really enjoyed. Unfortunately, I have been forced to start weighing my options and everyone says that is what you want.
FIX THIS.. OR CONTINUE THE BS AND OUTSOURCE RETAIL ALREADY.