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E-Commerce Rationale for Verizon

Essay by   •  November 24, 2012  •  Research Paper  •  979 Words (4 Pages)  •  1,047 Views

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E-Commerce Rationale

Verizon Wireless has changed its privacy policy to permit it to do, well, almost anything it wants to with users' data. The new policy, which is opt-out, allows it to track subscribers' Web browsing, location and app usage behavior. This policy allows it to share this data with third parties in order to produce business and marketing reports, although in these instances, the data will be itemized not so, presumably, with the tracking information it directly collects about its customers. That is being done, the company said, to better target mobile ads to its users.

A wireless phone company builds its reputation on two things: coverage and customer service. Verizon Wireless, with America's most reliable wireless network, also excels in providing topnotch customer service. Verizon Wireless has done just that by continuously working on increasing the efficiency and effectiveness of service reps as the company has grown and prospered. The company's first foray into the use of a knowledgebase as the key tool for these agents started with Consona's Service Ware product, supporting a centralized tech support operation that was expanded into three centers about five years ago.

Great customer service is paramount for high-profile, tech savvy companies like Verizon

Wireless. It reduces churn, and minimizes the potential for bad press in a world where every

poor interaction is an excuse for dissatisfied customers to air their grievances on social networks

like Twitter and Facebook. When a customer calls, for any reason, the most important thing is

to answer their questions and resolve their issues quickly, completely and efficiently. The more

issues that can be resolved on the initial contact, the better. As customers continue to expand the way they use their devices, Verizon Wireless continues to stay ahead of their demand.

Verizon Wireless announced today that it has added 58 new cell sites to their network in Charleston to provide customers with clearer reception, fewer dropped calls and more coverage, including stronger in-building coverage (Verizon Wireless 2011). With the addition of these cell towers to Verizon Wireless' already robust and industry-leading network, customers in the Charleston area are now enjoying unprecedented network access and dramatically denser site coverage. Unlike AT&T Verizon does not make extensive use of Wi-Fi offloading.

Verizon Wireless, the first company to bring 4G LTE to the state, now covers nearly 55 percent of South Carolina's population with the lightning fast 4G LTE network, delivering speeds ten times faster than 3G networks. The most important and remarkable thing about Verizon Wireless is that they operate the nation's largest 4G LTE network and largest, most reliable 3G network. The company serves 93.0 million retail customers, including 88.0 million retail postpaid customers (Verizon Wireless 2011).

Verizon Wireless is a joint venture between Verizon Communications out of New Jersey and the European-owned telecommunications company "Vodafone." Verizon Wireless is a wireless communication carrier that operates in the continental United States. Currently, Verizon Wireless provides wireless communication services to over 60 million customers nationwide including customers in Hawaii and Alaska. Its products include wireless voice



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