Landline Flashback: Stacy Sherman on CX Lessons from a Major Verizon Outage

In a recent LinkedIn post, Stacy Sherman highlights crucial customer experience (CX) lessons learned from a widespread Verizon outage that left many customers, including herself, without cellular service.

Sherman recounts the jarring experience of resorting to a landline phone, a device she hadn’t used in years. This moment of technological regression, reminiscent of a bygone era of memorized phone numbers and dial-up internet sounds, served as a stark reminder of our reliance on modern connectivity.

“Using this phone felt like time travel. The last time I picked it up, people memorized phone numbers… and I swear I heard AOL dial-up in the distance.”

While acknowledging that outages are often beyond any single company’s control, Sherman emphasizes that the true test lies in the response. She points out that Verizon’s initial update was posted on X (formerly Twitter), a platform not universally used by all customers.

The Importance of Direct and Broad Communication

Sherman argues that effective customer experience requires more direct and inclusive communication strategies. Relying solely on one social media channel can alienate a significant portion of the customer base.

“Many customers aren’t on X. And even if you are, in the moment you’re trying to get clarity easily, not hunt for updates.”

According to Sherman, companies must go beyond social media to ensure all affected customers receive timely information. This includes utilizing channels like email, which she deems a smart move for reaching customers not active on social platforms.

Shifting Emotion from Anxiety to Trust

The core of Sherman’s message revolves around how proactive and clear communication can transform a negative customer experience. When customers are kept informed, their emotional state can shift from panic and anxiety to one of trust and understanding.

The Power of Proactive Updates

Sherman advocates for a consistent flow of updates, even when the news isn’t positive or the network isn’t functioning. This continuous engagement reassures customers that the company is actively working on the issue and values their experience.

“Doing Customer eXperience Right℠ means communicating directly with customers. … Send it early, then keep updating until the issue is resolved.”

As Sherman puts it, the goal is to manage the customer’s emotional journey during a crisis. By providing transparent and direct communication, businesses can maintain customer trust even when their services are temporarily unavailable.

“Because when people understand what’s happening, the emotion shifts from anxiety to trust. And that’s the experience, even when the network isn’t working.”

Sherman concludes by engaging her audience, asking about their experiences during the outage and prompting reflection on how they sought information, further underscoring the real-world impact of communication strategies during service disruptions.