Most consumers don’t understand the difference between marketing, branding, PR and customer service. They only see a product/service, an ad or two and maybe the returns department.
Every contact with a potential customer must make sense to them, solve a problem and leave them with a favorable opinion of the brand.
I have no idea what this is supposed to make me think. Rethink the possibility of leaving them for Verizon? Rethink how a phone company can not work a half mile from a major freeway (in between Alma School and AZ Ave and Pecos Road and 202)?
This is the only experience I’ll have with this company today. Why not thank me for paying my bill?
Surely this decision wasn’t run past anyone in the marketing, PR or customer service department.
Or was it? What could they have done better?