Verizon is sending out emails that are pleasing its customers.

Verizon previously used loyalty discounts to retain customers who were thinking of switching providers. These discounts were typically offered when customers expressed intentions to leave, reducing their monthly bills to discourage them from switching. Customers were therefore surprised when the company discontinued the discounts.

For many, the removal of the discount was the breaking point, as it was the only reason they remained with the company. After some customers left, Verizon decided to reinstate the discount in some form. However, the confusing way it was carried out caused frustration, leading the company to adopt a better strategy.

The company is now notifying customers via email about loyalty discounts that can be accessed in their accounts. Customers will not have to go through complicated procedures to receive the new loyalty discount.

This new offer is different because it is not exclusively for customers who have indicated they might switch carriers. There is also no way to trigger it, suggesting that it is a genuine reward for customer loyalty.

The discounts vary among customers. One customer, for example, received a 15 percent monthly discount on certain phone lines for the next year, while another received a $10 monthly discount on five lines for a year.

The company apparently always intended to replace the prior loyalty discounts with new ones. Its poor communication resulted in customer losses in the first two quarters, and the third-quarter results, which will be released on October 29, are expected to be similarly poor.

The new CEO was apparently brought in to improve the situation, and he may succeed with an improved version of loyalty discounts and an offer to lower bills.