Transforming the customer experience
Douglas Quenqua
Unhappy customers can threaten a company's brand, reputation, and bottom line. In 2007, Sprint faced the fact that it had a problem with dissatisfied customers. For years, evidence had been mounting that too many of its customers, even those who may have been pleased with their phone service or the price they paid for it, were walking away from company interactions — help-center calls, retail transactions, visits to its website — ultimately feeling frustrated and dissatisfied.
"Pretty much across any customer experience survey, whether it be a third-party survey or measurement or a publication...