Devoted to customer service and the principles of exceptional customer services

In an effort to provide "the most customer-friendly experience" of all the wireless carriers, Verizon is now allowing customers to change their cell phone plan without having to extend their contracts.  Under the previous policy, if a customer wanted to change a plan, they would have to also lock into another 1 or 2-year agreement. 

If you're a Verizon (VZ) customer, does this make a world of difference for you?  Do you judge a cell phone company by how flexible their service plans are?  What would it take for you to rank Verizon at the top of the list in terms of customer service?  How can they beat T-Mobile who has been ranked #1 in customer service for past several years? 

I've had Verizon as a wireless carrier before and I did like the service that I received.  However, sometimes the wait times were out of control (up to 30 minutes wait!), but the customer service reps were always friendly and helpful. 

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