A tip of the blog hat to Dory Devlin at Yahoo! Tech for her recent post on Verizon allowing customers to change the makeup of their service plan without triggering a renewal.
As Dory points out, the wireless giant realized that when a service becomes a commodity, good customer service processes can be a differentiator. Next to roaming charges that unexpectedly hit customer invoices, the biggest wireless complaint Consumer Help Web receives is a service plan change creating a contract extension.
Good catch on Yahoo!'s part and brilliant move from Verizon. Seeing companies profit when doing right by the customer is awesome!
Labels: Devlin, Verizon, Yahoo
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