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Case Study: Verizon

1280 Words6 Pages

Channels Distribution Channels Utilized Verizon uses both direct and indirect channels of distribution. Their physical channels include partner stores, their own stores, and a sales force. Their virtual channels include their website and partner stores’ websites. They are most effective because they allow customers to have their devices set up in stores for them so they don’t have to figure it out on their own. This allows Verizon’s products and services to be easily integrated into customer’s routines. 5 Steps of Channels Awareness: Who makes your customers aware of your services? Advertising, friends and family. Evaluation: Who helps your customers evaluate your service? Online research, friends and family. Decision to Purchase: …show more content…

By choosing to purchase Verizon’s services, our customers expect fast and reliable service, faster processing and the freedom to use their product wherever they go. Along with these services, they expect excellent customer service when setting up, using and experiencing problems with their products. To provide this service to our customers, we offer four different types of relationships with the customers. The first type of service we provide is personal assistance. When needed, customers can contact the retail, sales and customer service representatives. These representatives are available to help with purchasing and set up needs, as well as address and resolve problems with the customer’s products when they arise. The next type of service we offer is dedicated personal assistance which are the account representatives that come to Verizon to take care of the plans. The third service offered is self-service. Verizon has created both a mobile app and a website that allows customers to assist themselves. Lastly, we offer online forums that allow the customers to talk with others in the Verizon …show more content…

Verizon invests the most money into retention because they are constantly working to make the experience of their current customers great so that they continue to renew their plans and stay with Verizon products. They spend the least amount of time with acquisition because the market for new customers in this business is not very large, which is why they put more money into the retention of their current customers. Lastly, they focus on upselling because a part of their sales comes from selling accessories for their products, or upgrading plans to include more

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