Today Verizon and Powered are proud to announce the launch [pdf] of a new “branded engagement community” called Room to Learn. It’s a big move for a smart company who operates in an industry that’s not known for it’s focus on customer service. In fact, the reason we’re so excited about this project is because we see this as a big step toward the future of the way customer service will get done in the future.
Podcast: Director of eBusiness at Verizon, Mark Studness, and I talked about the project in a recent podcast.
What’s unique about Room to Learn is that instead of waiting for customers to come to come to them with questions or complaints, Verizon is reaching out their customers with useful content. Content that will help them with all things media and home entertainment. Even better, the information and education that Verizon will provide it’s customers (and non-customers) doesn’t try and sell them anything. Imagine that?
Why would a company do this you ask? Because Verizon realizes that in order to maintain their leadership position in the market, they need to do something game changing. Something my colleague, Joseph Jaffe, likes to call customer service 2.0. It’s the concept of the “give before the get.” The results should be things like greater loyalty, deeper engagement, greater share of wallet and most importantly, referrals.
A few other exciting things to mention about this new branded engagement community:
- The community manager will be none other than Becky Carroll, a seasoned social media professional who is well versed in blogging, podcasting and community.
- A resident contributor in Alfred Poor. Yes, that Alfred Poor, the guy that has covered consumer electronics for 20+ years for the likes of PC World.
- Community forums for customers to ask questions, talk with professionals or share ideas with one another.
What you’ll notice today is that the conversations on Room to Learn are just getting started. If you’re interested in joining, the good news is that you don’t even need to be a customer. Obviously, Verizon expects that if you participate, you’ll be respectful and will keep the language clean. But they are always looking for feedback to if you have constructive feedback or simple suggestions, you can let them (or us) know and we’ll be sure to work it into the mix.
Is your company following Verizon’s lead and getting proactive about customer service? If not, what’s stopping you?