There is nothing more emotional than your phone. It serves as your lifeline to the world.
For many of us a seriously bad day is one that involves a phone malfunction–one that jeopardizes our precious lifeline.
Incurring trouble with a mobile phone easily turns any delightful day to disaster.
I’ve personally had phone malfunctions including sending my phone for a swim in a cup of pumpkin coffee, leaving it at the gym after a spotify listening session, and dropping it about one million times. That lifeline has taken a beating. When the little earthquakes happen– my preferred customer service channel is twitter. For early adopters of technology it’s much easier to tweet or FB customer service than it is to get on the phone or go into a retail store.
Two years ago I worked with Verizon Wireless to help the customer strategy team deliver premium service to all of its social customers.
Verizon Wireless has consistently received J.D. Power & Associates recognition as top quality for overall customer care. They also have a large and loyal social following on Facebook–where you can reach customer service reps–in addition to their twitter support handle @VZWSupport.
Recently the Verizon Wireless team decided to create a short video about their social customer service team and I was asked to appear in the video.
A TV crew came to my apartment with a small truck of equipment. It was a lot of fun. Here’s the video below:
A photo from the day the film crew came to my house.
