Season 2: Episode 2 - Shmuel Saklad - Verizon Experience

Listen in as Shmuel shares a standout in-store experience at Verizon while upgrading his phone and plan—and why it worked so well. From the moment he walked in, he was greeted quickly and treated like his time mattered. A store associate didn’t just “process the transaction,” they walked him through his options, surfaced promotions and deals he didn’t even know existed, and helped him feel confident in his decision. When the data transfer from his old phone to the new one hit an unexpected snag (the kind that can derail the whole visit), the team didn’t bounce him to a help line or send him on his way—they stayed with it, problem-solved patiently, and didn’t give up until it was resolved. Shmuel also zooms out to share a bigger takeaway for leaders: positive customer experiences don’t happen by accident—they’re built, measured, and reinforced, which starts with choosing the right metrics to track what truly matters. If you’re responsible for customer experience, retail operations, or service design, this episode is packed with practical moments you can apply immediately.DM me or visit The Insight Shop to set up a short intro conversation and we’ll help you pinpoint quick wins and longer-term opportunities to elevate the experience.