When the allowances disappear, should your carrier lose your loyalty too?

For many prolonged customers, loyalty to a service provider feels that it should be a two-way road. Nevertheless, in practice, it often feels that the only way to pay attention or secure a better deal is to walk away.

I learned this lesson for the first time. After months, after asking my ISP for a home internet exemption and every time it was turned down, I finally canceled my service. Within a day, I was filled with proposals that were not available earlier. This was a clear reminder that, for some companies, customer retention only becomes a priority after you leave.

Verizon loyalty discount disappears

Message from Verizon Placed the change in the form of a step towards transparency, encouraging customers to detect new “MyPlan” options. However, many customers saw the move as a violation of faith rather than upgraded. Some people took on online forums to say that loyalty relaxation was the only reason they stopped, and it meant that they were ready to switch. Data suggests that backlash may already have an effect, as Verizon It was reportedly lost about 51,000 postpaid customers earlier this year, while rivals have seen benefits.

A partial Backetrack

In response to public frustration, Verizon Looks a little back. Some customers have told that using me Verizon The app (one code required to transfer your number to another carrier) to generate the “transfer pin” may trigger a one-time offer to restore a $ 20-line discount for 12 months. There are also rumors that a new, percentage-based loyalty program that offers 10 to 25 percent may be launched at the end of an account at the end of this month.

Nevertheless, for many people, the damage has already been done. The online response is blunt: customers feel that their loyalty was given, and only the risk of leaving can produce any meaningful savings. This experience shows many experiences with cables and internet providers, where new customers get the best rates and existing customers have to work hard or canceled to see the same offer.

Why loyalty means only when you get out

Adding to frustration is the fact that VerizonSteps come with other changes that feel like a cutback. In recent months, the company has increased some fees, such as activation and administrative fees, and some schemes have also removed free bundles for services such as Apple Arcade and Google Play Pass. For customers, the joint impact has high bill and low profit.

This raises an important question: Why do companies wait after canceling customers to offer better conditions? The brief answer may be that it is a calculated business decision. Exemptions for the purpose of customer retention are often more targeted and limited, designed to win back high-value accounts that are at risk of leaving, rather than that of each loyal customer equally rewarded. But this approach can backfire, erase trust and motivate more people to consider the option.

The lesson for consumers is two times. First of all, it is always worth reviewing your plan and to see if new options or competitive deals can save you money. Second, as disappointment, sometimes the best way to get a better proposal from your carrier is to get ready to walk away.

Finally, with position Verizon The only latest example of an industry-wide tendency is: loyalty allowances are rarely permanent, and often appear only when you are already out of the door. As shown my own experience with my ISP, sometimes there is notice to cancel the strategy of the strongest conversation, although it is unfortunate that it will have to come on it.