Customers may not always be right but.... today representative Nathaniel was empathetic & was not condescending while he reviewed the policy changes with me. Nathaniel said that the "customers ARE always right" and that's the source revenue on why he has a job which is partially true but; I believe he has a job because he not only takes pride and ownership in what he does, but also understands that he is representing Verizon by the way he preforms his duties. I also received a personally written followup e-mail from Samantha. Today's professional experience reminded me why I've been with VerizonWireless for 15 years.
Customers don’t owe you their loyalty. You have to earn it — continually. Having an effective customer retention program in place gives you the ability to identify, track, and custom promote to those customers who are most likely to become loyal, long-term sources of revenue. Alex Lawrence for Forbes .magazine