Marketing Hipster

It's the connections that matter …..

  • About Cord
  • Social Media
  • Community
  • Marketing
  • Customer Experience
  • Funny
Subscribe

Sprint – Please Help Me Understand….

17 July 2007 by Cord Silverstein, 4 Comments

Dear Sprint,

As a marketing guy, some of the things that you have been doing recently has really befuddled me and I would love to understand what you are thinking. The most recent numbers I have seen is that as a company Sprint is losing over 220,000 customers a quarter. The biggest reason for those people leaving is because of Sprint’s poor customer service. You then announced last week that you will be firing over 1000 of your most “problem customers“.

You might of thought this would of freed up some of your call centers, but I believe all you did was give every unhappy customer of yours an idea of how to get out of their contract without having to pay a penalty. If you would be willing to share, I would be willing to bet that your customer service call volume actually increases and not decreases after you kick these problem customers to the curb. If that was not enough, this week you announced a roaming increase from $.50 a minute to $.69 a minute beginning August 1st.

And you have been doing all this smack dab in the middle of the biggest and most anticipated cell phone launch in the history of cellular communications with the iPhone. Oh by the way, The iPhone is exclusive with AT&T (a competitor of yours). Can you share with us just what you are thinking? Cause I just don’t have a clue.

Thanks for your time.

Best (One of many of your ex-customers),

Cord Silverstein

  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  
  •  

Technorati Tags: Sprint, poor customer service, problem customers, call centers, customer service, iPhone, AT&T

Related posts:

  1. Sprint – “You Complain, You’re Fired” Hopefully someday I will have the opportunity and the time to go back and maybe get an MBA. So let’s...
  2. AT&T – Your World. Delivered.. Poorly With the release of the iPhone last week, there has been some interesting stories being posted about how the customer...
  3. Are You Going to Buy an iPhone? I posted a story last week about AT&T announcing that they will be partnering with the movie and music industry...
  4. A Letter to Sprint’s CMO Kim Klaver has a great post where she writes an open letter to Mark Schweitzer the Chief Marketing Officer of...
  5. Dell Embracing Web 2.0 First off, I want to apologize for the lack of posts over the last week or two. Work responsibilities has...

4 Responses to “Sprint – Please Help Me Understand….”

  1. Kristasphere 17 July 2007 at 10:03 am #

    When I was in sales, we called that a ‘going out of business strategy.

  2. Sean Howard 17 July 2007 at 10:59 am #

    Have you gotten a response from them yet?

    Or are you not a problem customer and thus don’t deserve their attention? ;)

  3. Cord Silverstein 17 July 2007 at 1:11 pm #

    Krista – I hear ya!

    Sean – I am not holding my breath for a response. :)


Leave a Reply

Click here to cancel reply.

CommentLuv Enabledshow more

Subscribe without commenting

  • twitter Twitter View my profile
  • linkedin Linkedin View my profile
  • posterous Posterous View my profile
  • facebook Facebook View my profile
  • friendfeed Friendfeed View my profile
  • delicious Delicious View my profile
  • stumbleupon Stumbleupon View my profile
  • youtube Youtube View my profile
  • Slideshare Slideshare View my profile
  • Skype Skype View my profile
  • Foursquare Foursquare View my profile
  • flickr Flickr View my profile

Subscribe to Marketing Hipster via Email

Enter your email address:

  • Lifestream
  • Popular
  • Comments
  • Tags

  1. Today

      • Isaac Hunter's Oak City Tavern
      • Busy Bee Cafe
      • Raleigh Wide Open
      • Flying Saucer Draught Emporium
      • Hipster House

      Checked in 5 times.

      3h ago via Foursquare

  2. Yesterday

    1. Posted a comment.

      2:32am via coComment

    2. Posted a comment.

      1:52am via coComment

    3. Liked Brian Turnwald.

      5:30am via StumbleUpon

  3. July 30th

    1. Posted a comment.

      10:59pm via coComment

    2. Posted a comment.

      8:41pm via coComment

    3. Posted a comment.

      1:12pm via coComment

    4. Published Social Media and Fantasy Football.

      12:32pm via marketinghipster.com

    5. Posted a comment.

      12:11pm via coComment

  4. July 29th

      • Capstrat
      • Hipster House

      Checked in 2 times.

      11:06pm via Foursquare

  5. July 28th

      • Capstrat
      • The Pit

      Checked in 2 times.

      3:51pm via Foursquare

    1. Shared How to prototype interactive iPad applications in 30 minutes using keynote | Amir Khella.

      2:14pm via Delicious

  6. July 27th

    1. Shared Batman!.

      9:31pm via Delicious

    2. Checked in at Capstrat

      12:08pm via Foursquare

  7. July 26th

    1. Posted a comment.

      4:43am via coComment

    2. Posted a comment.

      4:22am via coComment

    3. Posted a comment.

      4:02am via coComment

      • Capstrat
      • Hipster House

      Checked in 2 times.

      12:45am via Foursquare

    4. Posted a comment.

      12:41am via coComment

    5. Posted a comment.

      8:32pm via coComment

    Upstream

  • An iPhone Funny
  • Amazing Video
  • MyBlogLog 101 - Part 1
  • MyBlogLog 101 - Part 2
  • Comment Spam - Your Opinion is Needed
  • marty: Long Twitter handles. Cuts into the 140 when you r...
  • Fadra: Terrific assessment of DOE. But I think this holds...
  • Fadra: Thanks for writing this. Now I don't have to. I'll...
  • Cord Silverstein: You keep telling yourself that my friend. :)...
  • RoedDog: "It would have worked, if it wasn't for those nose...
advertising agency-client relationship Age of Conversation art & copy Blackberry blogs brand monitoring communications Community Congressman Bob Etheridge content crisis communications customer experience Dan Hesse department of energy details engagement engaging fantasy football great work kevin smith links Listening to customers marketing oldspice online conversations Online Marketing 101 online monitoring PR search engine optimization seo Social Media social media triage southwest Sprint sweat the small stuff TED time warner cable triangle ama trust twitter Twitter fail two-way conversation video We are the world

Recognized

Twitter Feed

Recent Comments

  • marty on Twitter Fails
  • Fadra on 5 Tips for the Department of Energy’s Social Media Strategy
  • Fadra on Twitter Fails
  • Cord Silverstein on Social Media and Fantasy Football
  • RoedDog on Social Media and Fantasy Football
  • Social Media and Fantasy Football | Marketing Hipster on Count it down baby!
  • jujub on An iPhone Funny
  • Karl Sakas on What does it take to produce great work?

Top Commentators this Month

  • No commentators.

Photos on flickr

Blogroll

  • Andy Beal
  • Angela Connor
  • Brian McDonald
  • Capstrat Blog
  • Dan London
  • David Barbara
  • Dawn Crawford
  • Erin Lane
  • Fadra Nally
  • Garnish Bar
  • Gregg Morris
  • Jay Dolan
  • Jim Hazen
  • JP Sherman
  • Karl Sakas
  • Lydia Simmons
  • Nathan Gilliatt
  • Phil Buckley
  • Punk Rock HR
  • Rob Laughter
  • Shannon Glutting
  • Sports Underground
  • Steven Keith
  • Tom Dwyer

Archives

  • July 2010 (7)
  • June 2010 (10)
  • May 2010 (2)
  • February 2010 (2)
  • July 2009 (1)
  • June 2009 (1)
  • January 2009 (1)
  • January 2008 (4)
  • November 2007 (10)
  • September 2007 (10)
  • August 2007 (10)
  • July 2007 (33)
  • June 2007 (30)
  • May 2007 (20)
  • April 2007 (28)
  • March 2007 (43)
  • February 2007 (43)
  • January 2007 (43)
  • December 2006 (18)
Get Adobe Flash playerPlugin by wpburn.com wordpress themes

Copyright © Marketing Hipster 2010. All Rights Reserved.

A proud member of the WooThemes logo family