This presentation compares two titans in the wireless service industry: Verizon & AT&T. Although the notes for this presentation are not included, this is a strong example of how to incorporate pictures into a slideshow in order to break up text. I worked on a team of 4 students in a Fundament Information Systems course to produce this Powerpoint presentation. *I do not claim ownership to the images in this slideshow.

1. AT&T VS. VERIZON

2. AT&T
Largest provider
• As of January 2011, AT&T had over
95.5 million wireless customers, just
ahead of Verizon Wireless' 93.2
million customers.

3. Verizon
Global broadband & telecommunications company
• Owns and operates the second
largest mobile
telecommunications network in
the United States
• In January 2009, Verizon Wireless
acquired Alltel Wireless in a deal
valued at $28.1 billion.

5. Sharing Problems
• Both AT&T and Verizon have their fair share of
problems, mostly due to external forces.

6. Key Issue
• Customer Service
Policy:
*Forget about it.*

7. Verizon
SWOT
Strengths Weaknesses
• Coverage • Customer Service
• Brand Recognition • High Termination Fees
• Share of Market & Market • Variety of Phones
Position • High Overhead Cost
• Resources &Assets • U.S. Coverage only
• Convenience (# of Stores) • Corporate Culture
• Number of Employees
• $30 Unlimited Data
• Contracted Customers

8. Verizon
SWOT
Opportunities Threats
• Iphone • Economy
• Technology • Legal: Regulations
• LTE 4G and Laws
• Growing need for • Major Competition:
communication in AT&T
business
• Smaller Competition:
• Big business contracts Metro PCS (Price)

9. AT&T
SWOT
Strengths Weaknesses
• Brand Recognition • Wireless Network (dropped
• Largest Wireless Carrier calls)
(Revenue & Customers) • Largely focused around
• Variety of Products Iphone
• Contracted Customers • High Debt
• Competitive Advertising • Customer Service
• Largest Broadband Service • Losing Landline Customers
provided in U.S. • Towers
• Largest Landline Usage

10. AT&T
SWOT
Opportunities Threats
• Economy
• Large International
• Iphone no longer
Market Exclusive
• Competitors
• 4G Network • Prices need to be
• Emerging T.V. lowered
• Rapidly moving market
Service (Uverse) and need for customers
• Legal: Regulations and
Law

11. Two Wireless Titans
VERIZON AT&T
Strength & Strength &
Opportunity Opportunity

12. Verizon: New Focus on Customer
Service

13. Customer Service Matters!
• National Federation of Independent Business: Customer Service
First, Pricing and Product Second
• 1/5 of Consumers: Customer Service is #1 for building trust in any
organization
• Harvard University: 80% of customers will be repeat customers if
problems are remedied quickly and to that customers satisfaction
• 86% of consumers have left companies due to bad Customer
Service experience(s)

14. Losing Customers = $$$
• Retaining or satisfying
an unhappy customer
can cost as little as $15
• Winning a new
customer can cost up to
$600

15. Verizon Customer Reviews
• Nope, Sorry. We can't do that.
Pros: I hate to admit it, but they have great coverage.
Cons: CS reps are rude, untrustworthy, and pathetic.
• Verizon isn't THAT bad, but the customer service is horrible.
Pros: service area, plans, nice phones offered at comparable prices
Cons: customer service
• Verizon has the worst customer service
Pros: None
Cons: Horrible customer service Bad information Disgraceful policies
• It Seems Their Intent is to Drive You Crazy.
Pros: service is reliable, products are durable, relatively few technical problems
Cons: customer service, customer service, billing issues, customer service, and
customer service
• Not worth the hassle.
Pros: Decent phone and internet connections.
Cons: Terrible customer service.

16. Mystery Charges?
• - Investigation from
Federal
Communications
Commission has forced
Verizon to a $25 million
settlement
• -$52 million in refunds
to approximately 15
million customers

17. The Plan
Customer Relationship Management
• Intense hiring & retraining phase
• Restructuring of billing invoices
• Customer satisfaction surveys
• Employee incentive programs

18. Advertising
A new focus
• Aggressive promotional
marketing campaign
• Letters & emails to customers-
about promos

19. Sprint
• Lost
$30,000,000,000 and
1 million customers
in 2007 and 2008.

20. Making Telecommunications Simple
• Cutting down the
service:
– More Affordable
– Less Confusing
– Easier to Solve Problems

21. Ready Now Program
• A personal, scheduled appointment for:
– Buying a new phone
– Changing plans
– Questions on billing
– Any other questions/concerns
*Undivided Attention from Sprint Representatives*

22. Customer Service Champion
Sprint Verizon and AT&T
• Recognized in 2011 as • 2011 Customer
one of J.D. Power and Service Rankings:
Associates’ Customer Verizon and AT&T
Service Champions
(only 40 companies are
are on the bottom
selected in total) half of 143
companies evaluated

23. Customer Service

24. Verizon’s Future
• New Customer Service Policy?