I think Verizon Wireless blew it, and I bet your business does the same thing.
You see, I have been a Verizon Wireless customer for the past two years — I signed a two-year contract with them in 2007. During this two year relationship, I have not once heard from them on anything that makes me proud of being one of their customers. In fact, it’s gotten so bad that I think their newsletters (if they do have one) go straight to my SPAM folder.
There are two problems here: problem #1) Verizon hasn’t shown me that they are better than any of its competitors in any way. Now, problem #1 isn’t usually a problem without problem #2) Verizon offers no iPhone.
For two years, Verizon has had the opportunity to convince that they are better. More importantly, I actually wanted them to give me reasons to brag about me being a Verizon customer so that I would look/sound/appear smarter for not having an iPhone in front of my friends. And had they done that, I would probably be more than happy to stay and not thinking about switching to another provider now — they didn’t, so now I do.
I think marketing after sales is perhaps more important than ever when everybody could act as a publisher. Do something remarkable anytime, people will notice, and they will talk.
Related posts: