Smartphone Intercept Campaign from 4/27 - 5/3


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  1. rogue_slc_vzw_rep

    rogue_slc_vzw_rep Well-Known Member This Topic's Starter

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    Heads up...

    Smartphone Shopping Cart Intercept Campaign
    Posted: 4/30/2010 12:13:59 PM(ET)



    As a result of customer blog/forum posts, the promo described below is beginning to receive some public attention and may lead to calls into Customer Service.
    Smartphone Shopping Cart Intercept Campaign:

    Customers who add a smartphone to their shopping cart on VerizonWireless.com and then try to abandon the shopping cart will be presented a $30 off promotion.
    • Available in Consumer and ELEU (Employee Liable End User) channels. Customer must reach Shopping Cart page on VerizonWireless.com and then attempt to exit the page or remove the smartphone from their cart by clicking on the Remove Package link. A promo overlay will then display with the $30 off promotion.
    • If customer clicks on Continue Shopping the SMART30 promo code will automatically be added to their cart.
    Customer Handling/Positioning:
    Do not promote this offer. It is only being offered through self discovery if the customer abandons their New or Add-A-Line order on the web; it should not be offered up proactively.
    If the customer calling is already aware and asks how to take advantage of the offer, representatives should be forthcoming about the offer and advise customers that they will only receive it if they cancel or abandon their order after they've started.
    If a customer calls asking for a $30 credit, and has purchased new service or an Add-A-Line for a Smartphone from 4/27 through 5/3 online, Customer Service Representatives may issue a $30 credit using Reason Code 06 (Goodwill) and Adjustment Code 13312 (Equipment Price Protection).
     

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  2. ggp

    ggp Well-Known Member

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    that a boy, dig in to your sti.
     
    butthead007 likes this.
  3. butthead007

    butthead007 Well-Known Member

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    Hmmmm....wonder if he should even be posting this.......
     
  4. rogue_slc_vzw_rep

    rogue_slc_vzw_rep Well-Known Member This Topic's Starter

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    Your right... promoting and possibly getting contracts on smartphones is going to destroy my sti and pa.
     
  5. ggp

    ggp Well-Known Member

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    Your post here will not in any way help your PA, as you will not have had direct contact with these customers, and I will bet there's not going to be many people who buy a phone because of your post that weren't going to already anyway, for the regular price, but now they get that extra money off, not to mention calling in to customer service to ask for credits after the fact. Don't get me wrong, I'm all for helping people that need help, but too many people are already ripping off the company, we don't need to add to it.

    All you've done here is demonstrate your lack of integrity and jeopardized your job for posting confidential information.
     
  6. rogue_slc_vzw_rep

    rogue_slc_vzw_rep Well-Known Member This Topic's Starter

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    So information that is admittedly known online through the blogs and forums is posting confidential information? Our gauge for confidential information is very different then.

    Lets be logical here... If I promote something thats already known its better for our business. A 30 dollar credit is nothing compared to upgrading a customer to a smart phone plan. Thats 30 dollars a month for 2 years. This is good for our company and will add higher paying customers. My job isnt going anywhere for promoting an agenda that our company is pushing, which is getting more smart phone users.

    If you feel something that I post has offended you or would harm our employers bottom line, there is a report button at the bottom of my post. I welcome you to use it and let the mods decide whats appropriate for their site or not.
     
  7. ggp

    ggp Well-Known Member

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    Nope, I've got a better idea. Show your post to your sup and see if he or she approves.
     
  8. rogue_slc_vzw_rep

    rogue_slc_vzw_rep Well-Known Member This Topic's Starter

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    my sup and ad and i have a pretty lengthy discussion about it today actually. Where do you see this going?
     
  9. ggp

    ggp Well-Known Member

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    sweet, as long as he or she agrees, then you're golden. have a wonderful night.
     
  10. rogue_slc_vzw_rep

    rogue_slc_vzw_rep Well-Known Member This Topic's Starter

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    you too friend
     

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