Redefining the customer experience one smile at a time.
Customers have extraordinary power. They can vote with their wallet or through social media. Sprint is pushing hard to redefine the customer experience and ensure tweets and status updates are positively framed by two words: surprise and delight. It’s all about putting the customer at the center and building out from there.
We want happy customers to tell their friends and family why their network puts a smile on their face. But there are three things we have to do right to make that happen:
- Provide a consistent and reliable network.
- Offer a great value through simplicity and price.
- Be the company that’s easiest to do business with.
Customers are top of mind across the entire company, but research has told us we could be doing much more to improve our customer and network experience.
That’s why Sprint is driving four core activities:
- Understanding customers’ likes and dislikes, turning customer satisfaction into word-of-mouth promotion.
- Gathering more accurate customer feedback, ensuring them they’ve been heard and solutions are on the way.
- Eliminating pain points, delighting customers in new ways, then creating, managing and measuring the effectiveness of initiatives.
- Measuring customer experience performance through regular surveys.
Our measuring stick for change has been the Net Promotor Score (NPS) that measures customer loyalty. And our customers are telling us that our actions are working: our NPS score has improved from negative territory in mid-2014 to the highest level in nearly two years in early 2015.
Sprint is invested in the customer at every level. We’re not just thinking of the customer, but thinking like the customer. Understanding how choices will affect them, putting a focus on the long-term benefits and the right service plans.
We’ve rolled out new pricing and rate plans to reward existing customers. There’s ongoing training and tools for frontline specialists, as well as improvement of self-service tools to help customers easily find answers. It’s paid off. The proof is in 18 percent fewer calls to Customer Care.