Customer Experience

CF: Can you talk a little bit more about the customer experience? When I when I talk to partners about vendors, the biggest thing they tell me is, “If something does break, I need to know that the vendor is going to take care of it promptly.”

WT: This one is table stakes. One of the things Verizon takes a lot of pride in is we do business with partners and vendors that reflect our values and our standards. And that’s absolutely true when we’re dealing with what we will and will not sell through partners, or so well with partners. We have one of the more robust qualification processes in the industry. Because every brand does not have the same level of reliability. We understand that customers take for granted that Verizon will deliver a quality experience. That means that when we certify something, we’re standing behind it. And I think our partners would agree that’s always been our standard.

The interesting thing for us as we go forward is, where does time meet excellence? And this is where we all have to go a little slow to go fast to make sure that when we launch these new routers, as we move forward with C-band, that we make sure we don’t skip over steps that ensure quality for the customer. And we are committed to that. We are not going to rush to market if the product is not going to be what customers expect from us and our partners. But the impetus is to move faster and just skip steps. That’s just never been our way. It’s why we’re so reliable in moments that matter. It’s why when we have these natural disasters, you can always count on Verizon. And it’s a commitment we’re never going to walk away from, that we will make sure what we deliver for our partners is of the same quality as what customers have come to expect from us through our direct routes.