#customer

running from one escalation to the next. what did they think was going to happen?
maybe mckinsey should join the next mad customer call and explain to the customer they should actually be happier, because ratios of much less people that know what they are doing is actually "improved practice"

Atleast with Cigna, I can buy their stocks. USAA is customer owned and gives it policy holder dividends. Can policy holder of HCSC limit executive pay or play a role in governance?

one thing i used to enjoy in corporate sales was the little game of keeping managers away from customers.

it was never about being mean, it was about survival. a manager in a meeting could turn a smooth sales call into chaos. they would talk too much, go off topic, or stumble on details that mattered to the client. i knew that keeping them out of the room protected the deal, and honestly, it protected me too.

every month during one-on-one check-ins, the question would come up: why am i not joining your customer appointments? i would put on a serious look, pull up my calendar like i was searching, and act thoughtful. after a pause, i’d say something like, i might have something next week where your help could be useful.

of course, i never followed up. no invites ever went out. by the time the next month rolled around, the same conversation would repeat, and the cycle kept going.

that small trick kept my meetings cleaner, my customers happier, and my sales life a whole lot easier.

Ok so those old long time customers that keep the lights on, any insight on if we are loosing any of them? All I see is Infinity this and MCP but are the old big customers really interested? Love to hear any insights as it will make my decision on jumping easier.

Edward Jones culture is long gone. Please reference what made this place special and how they ki-led it.

I’ll go first: Our customer is the branch team and we should move Heaven and Earth to help them achieve what they are asking for. Next!

In my professional opinion, AI is the best cust. Svc tool since sliced bread. The point of access to it wasn't well thought out. It's on a tool that can bring a rep a zero call for touching it during a call when it's needed. Maybe that's the intention to bait good workers into a zero call. Then QA can tag it as Egregious and that good worker gets written up by HR. There's even a man that took the attrition highway and quit due to getting an Egregious score for looking at their timesheet waiting for customer information to load. They quit because they thought the alternative of being written up by HR for looking at a work document while waiting for a slow loading system is totally absurd. Seems like the company wants attrition, and wants people to be fired when written up by HR. That saves the company from having to pay severance. As the man said who quit, the writing is on the wall. Keep your pizza and just treat people right until you displace them. There's your employee survey. Anonymous.

So everyone from management to associate union to nonunion has this question concern.We all see the company pulling back from everything losing customers in every line of buisnesses!!We see them sometimes actively attempting to send our customers to the competition.What is the strategy or is this just no leadership and mismanagement.It does not matter if it’s on wireless side ,the landline business side or residential side.One thing is clear does Verizon want to be in any business or are the few at the top just trying to milk what they can while sending Verizon down the tubes??Serious question because anyone who needs to work a few more years in Verizon or has invested money in Verizon really is concerned

So according to our CMO, we don’t need to worry about the presence report any more - she seemed surprised at how much people couldn’t stand it. And market based culture is just about focusing on the customer, not Amazon-style rank and yank sweatshop BS - he barely ever used the word customer in his screed. There does not seem to be a lot of alignment here.

Where is the CPO? Haven’t seen him on any of our customer calls and we’ve been getting those customers.

I was wondering if anyone could share a summary of what is happening internally there. I've read through some of the posts and they've helped explain some things, for example we had reached out to the Costa Rica office in the past were making progress, but then everything stopped, with no explanation. And I read in a post here that the office was sold last year?

I'm reading about numerous offices closing, and everyone being asked to work at designated offices by a certain deadline (March 31, 2024)? Is that true? Which obviously is leading to a good number of employees leaving. Does anyone have an overview of which DNA teams are gone/still left? We try to be as understanding as possible but the lack of response for months is very troubling on our end. If anyone is willing to provide a high level summary, I would be grateful.