When product supercedes reputation

Today I spent over 3 hours on the phone with Verizon trying to clear up a 4-month disaster-of-an-experience with said company. While on the phone, I grew amazed at my continued desire to be a Verizon customer despite the fact that in all my experiences with Verizon there should be no desire left in me to be their customer.

This is a case of a company with a product so desirable that not even a crappy customer experience can thwart off the customer. It’s called FiOS – Fiber Optic Service.

FiOS is to broadband (cable, DSL) what broadband was to dial-up. It is the most powerful residential Internet service available and it is available exclusively at this point through Verizon.

I will spare you the 3 completely ridiculous separate scenarios I have experienced with Verizon as a customer since 2001, but let there be no doubt that with this most recent one, there are few products, if any, that I would continue pursuing after such horrendous experiences with a company.

FiOS is so desirable to me that I will buy it from the one and only company making it available to me even though this company has failed me multiple times.

Unless you are┬áselling FiOS, don’t count on your product compensating for a poorly executed customer experience.

About the Author

Ryan Gerardi
Creative, resourceful, and resilient B2B sales and marketing technologist who works with people and businesses on a variety of levels to help elevate their game, their brand, and their businesses.
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