The scenario described in the case is an illustration that not only do companies have to overcome the hurdle of getting someone to buy their product but also have to educate consumers on the proper use of the product after purchase. Otherwise, the consumer has a product he/she may not properly use and thus achieves no value or satisfaction from the purchase! What steps could Verizon Wireless take in the post-purchase time frame to ensure that consumers get maximum value and satisfaction out of their purchase and avoid outcomes such as Jack’s?
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