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Kim Klaver has a great post where she writes an open letter to Mark Schweitzer the Chief Marketing Officer of Sprint. As an ex-Sprint customer, I could not agree with more with her post and thoughts. Sprint spends a little over a billion dollars a year in advertising, but from the outside it sure looks like they do not spend a dime on their customer service.
I spent many a night on the phone with Sprint trying to figure out one issue or the other with them until I came to the conclusion that Sprint just does not get it. They seem to not understand that it costs a great deal more to get a new customer than keep an existing one.
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Dude, I cannot agree with you more. Everytime that I have issues with them I remind them that I have been a client since 1999. NO ONE DOES THAT. I have never switched. And they just shrug it off.
It is still too easy to go half-way.
It is amazing that so many companies do not understand the difference between acquisition and retention of customers.
It is so much easier to sell to a loyal customer than to find a customer that you need to brand your name to and convince that you are better than the next guy.
If my blogs were required to sell to the customer the first time they visit, I would have given up years ago.
This is one reason I see RSS really making a difference in the way we market to our debt consolidation customers now compared to 5 years ago.
Matt - I think it is time you get off your butt and switch buddy. The one thing that I will not do is give my hard earned money to a company that is going to treat me lousy.
Mark - You know what I think the issue is.. It is that most companies have two different groups within their organizations, the marketing group and then client services. They don’t realize that client services should be an arm of the marketing group. They are marketing to the most important area for a company, their present customers.
Thank you both for the comments.
I wish my clients were as loyal as Matt, we would only need to do a tenth of our marketing.
I currently use Sprint. Their service is horrible, they are generally rude and have no desire to help. God forbid you actually have to go into a sprint store, its much worse in person.
Everything you do with Sprint takes 5x longer than it should, you have to explain yourself to at least 3-4 different people before anyone even tries to help and the service departments might as well just give up at this point.
I have a Treo 700wx and was having some issues with it when I first got it, tried calling support and was on hold, they told me to go to a service center. Went to a service center, had to leave my phone for 2 days, not going to happen. I sent home and did some poking around online and it is a widely known issue and anyone of the sprint people could and should have known) or atleast looked it up). Within 1min of looking online I found the issue and resolved it. I have tons of stories much worse than this. Oh well.
I stay with sprint because i have the SERO plan and would gladly switch if another carrier had anything close, unfortunately they don’t.