"Verizon reported its first positive first-quarter postpaid phone net adds since 2013, with a net addition of 55,000 postpaid phone subscribers. This marks a significant turnaround in customer retention and acquisition."
"Consumer postpaid phone churn was 90 basis points in Q1, showing a sequential improvement of 5 basis points from Q4, and further improved in March to below 85 basis points."
"Lowering churn makes Verizon's marketing dollars work harder because we are not simply replacing customers who leave; we are adding to a more stable base."
"Schulman highlighted customer-centric metrics: churn, customer acquisition, and customer lifetime value (CLV), which have evolved from marketing roots to become central to Verizon's growth strategy."
Verizon is undergoing a multi-year transformation towards a leaner, AI-driven model aimed at improving customer experience as a growth strategy. The company reported its first positive net addition of postpaid phone subscribers since 2013, with a net gain of 55,000. Churn rates have improved significantly, indicating a more stable customer base. Verizon is shifting from reliance on costly promotions to a disciplined approach, focusing on customer-centric metrics such as churn, customer acquisition, and customer lifetime value to drive growth.
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