The Perfect Customer Experience

Turning Satisfied Customers into Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Advocates – Dale Wolf, Editor

Sprint Nextel Misses the Customer Experience, Again

AP reported that Sprint Nextel has cancelled service for customers it determined were calling customer service too often.

That is an interesting spin on the customer experience. We all know it is bad business to retain unprofitable customers, but typically one company’s unprofitable customers are another company’s best customers. A lot of the difference is in each firm’s business strategy and ability to deliver operational excellence.

It is also interesting to ponder if Sprint’s banished customers were penalized for trying to get what they paid for. Frequent calls to customer service can mean the company itself was and still is delivering poor customer service. And, as I’ve written here before, anyone who can figure out how their wireless phone provider is biling them should be elected president of the US. If I really wanted to know what I was paying for, I would have to make a bunch of calls to customer service, too. And, I’d be willing to bet that the call center agents would not be able to explain the bill either.

One way to get out of a bad customer experience with a wireless phone provider is to call frequently to the contact center. If you drive them crazy, they will release you from billing penalties just to get rid of you. Note that Srint did just that when they axed these complainers: "The customers were told their service agreements were being terminated, they wouldn’t owe anything on their final bill, and the company would waive early termination fees. They also were told to switch to another wireless provider by July 30 if they want to keep their phone number."