The Perfect Customer Experience

When Customers Become Advocates For Your Brand

Tag Archives: sprint-nextel

New Study Examines Financial Impact of Brand Experience in the Wireless Industry

By Randy Saunders

This week Satmetrix released a study that explores the relationship between Net Promoter® and Word of Mouth in the business-to-consumer wireless Industry.

Net Promoter is a discipline that provides a proven approach for measuring and improving customer loyalty. The Net Promoter Score compares the number of “Promoters” (those who are highly likely to recommend a company and/or its products) to the number of “Detractors” (those who are unlikely to recommend a company and/or products) within an organization’s ... Read More

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

Switch to our mobile site