Users complain about the new Verizon Wireless strategy on social networks.[/caption]
For Verizon's PR team, killing the negative reactions of the public seems an impossible challenge. So far, the team was slow in providing answers and responding to complaints. Even more, spokeswoman Raney wrote in a statement that the change in pricing and plans was determined by customer requests:
Customers have told us that they want to share data, similar to how they share minutes today. We are working on plans to provide customers with that option and will introduce new plans later this year.Influenced by customers or not, the move was carefully considered by the carrier - it was a calculated risk. Verizon is fully aware that some of the users will switch to other carriers, and has probably already predicted how many. But did they take into consideration that social media complaints like the ones featured above may influence more users than media articles? And will Verizon's updated statement on data plans, promising customers timely information and options, help?
We will share specific details of the plans well in advance of their introduction so customers will have time to evaluate the plans and make the best decisions for their wireless service. It is our goal and commitment to continue to provide customers with the same high value service they have come to expect from Verizon Wireless.The internal Public Relations team at Verizon has used a number of different outside PR consultants, including Axia Public Relations, Allison+Partners, Boston-based Thomson Communications, & Crenshaw Communications. The agency’s primary ad agency is Momentum Worldwide.
