The iPhone, ATT, Verizon : Great Lessons What Is Your Experience

The iPhone Is Coming To Verizon …Very Soon

The Wall Street Journal’s  lead article Friday confirms Verizon will offer the iPhone soon. Reportedly Verizon will announce the details Tuesday.

In a related article, Apple has issued a directive to all stores that there will be no vacations for three weeks beginning the fourth week of January. I couldn’t be happier with the opportunity to switch from ATT My view is shared with everyone I know who has an iPhone

The Number One Reason This Announcement Is A Big Deal

Everyone that I know including myself loves the iPhone and hates ATT’s service.  Apple recognizes this since a big percentage of the volume of calls to their customer service center are because of ATT not resolving customer issues having nothing to do with Apple.

I have previously written detailed article about my  experience started trying to work with ATT for a solution. In summary, I have good experience overall across the US and Canada. The area that I use my phone the most which is my home office and surrounding areas is almost impossible for me to use my phone. This area has plenty of towers and ATT reports I should have great service but of course I don’t

This announcement is a huge deal because it demonstrates Apple’s laser beam focus on customer satisfaction and highlights in my view ATT’s mishandling an iPhone market domination opportunity.

Lessons: Apple Strategy Outstanding,  Verizon Strategy a Plus  ATT Strategy Doesn’t Work

I have experience with both Verizon and ATT. Recently I tested another phone with Verizon and I was very pleased with the entire experience including the attention at the Verizon owned store,  customer service, billing and phone service.  The only reason I didn’t changes was that at the same time I was testing a new phone I read Verizon would be carrying the iPhone and I wanted to wait.

Apple has done a great job of developing strong customer loyalty.  I am sure there are people who have given up their iPhone to switch to another service after being worn out by ATT but I don’t know any of them.  Everyone I know who has an iPhone wants to keep it.  Apple understands what will appeal to the consumer and consistently delivers.

Verizon has been out there focused on offering a very strong cellular network.  Every Verizion customer I know is happy with Verizon service and coverage….No Exceptions! My brief experience with the store staff, customer service and tech support was very positive.  Verizon is  focused on solutions and not excuses.

Verizon and Apple Together Should Be An Outstanding Experience For Consumers

This all makes for an excellent case study on how ATT  did not capitalize on a huge opportunity. If they had consistently delivered on quality of coverage and customer care, Verizon would not have a chance.  Now Verizon has the opportunity to take huge market share.  I betting they will.

What Is Your Experience?…Please Comment

Steve Pohlit

Business Development Consulting
Executive Coach