Case Study

Verizon's community contributed 1700 customer ideas in one year and is responsible for 85% of the features in a product release

Verizon is a global leader in delivering innovative communications, information and entertainment. It has always used its customer community as a main area of customer insight, with nearly 90,000 members actively sharing their opinions on Verizon products and services for the past three years. Verizon has turned this insight into actively collaborating with customers to design and build products that are community suggested.

Real Results

85% of Verizon's IMG 1.9 software was customer suggested. In less than one year, 1700 customer ideas were submitted with 250 in progress and 31 implemented.

“The biggest thing we've used community for is seeking information about how to improve our products. We solicited our commmunity for input on enhancements that we could use to improve our IMG product. On our last release, we used almost 50% of the input to shape and form the content and construct of how we built that IMG.”

— Rick Haring, Director Digital Engagement, Verizon