- April 10, 2023
- Posted by: Gopal Krishna
- Categories:
Sprint under the leadership of Dan Hesse started inculcating 5 Simple (yet powerful) Customer-Centric Habits. It’s a classic story of turn-around strategy after one of the most expensive mistakes; Sprint-Nextel merger.
Sprint worked on these 5 simple habits diligently. Let’s briefly look at what each of these habits mean.
Listen > Think > Empower > Create > Delight.
- LISTEN – Understand What Customers Value, Act on Their Feedback
- THINK – Make Smart, Fact-Based Decisions
- EMPOWER – Give Employees Resources and Authority to Serve Customers
- CREATE – Produce New Value for Customers and Company
- DELIGHT – Exceed Expectations, Be Remarkable.
Cx Programs:
In its efforts to focus on improving Customer Experience, Sprint came out with initiatives for both premium and non-premium customers. Some of them include;
- The Right Plan Promise, which allows customers to change their plans at anytime without signing a new contract.
- Sprint’s Simply Everything, an unlimited pricing plan that gives customers value with unlimited nationwide voice, text, data, e-mail, Web-surfing, Sprint TV, Sprint Music, GPS navigation, Direct Connect and Group Connect for $99.99 per month.
- Ready Now, in which trained and committed retail associates work one-on-one with customers to personalize phones, set up features and demonstrate how phones work – before the customer leaves the store.
Apart from the above, Sprint launched ‘Sprint Premier’ program to reward its loyal and high value customers. As part of this program, customers get perks, privileges and discounts like Early Upgrades, Just Because Perks, Anniversary Rewards, First to Know/First to Buy, Accessory Discounts and Courtesy Plan Check.
Have you been Sprint customer? What’s been your experience?
