The Perfect Customer Experience

Turning Satisfied Customers into Customer Advocates – Dale Wolf, Editor

The Perfect Customer Experience - Turning Satisfied Customers into Customer 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 ... Read More