Freshly installed Sprint CEO Dan Hesse wants to make your experience as a Sprint Nextel customer a better one. Will it work? Probably not, but at least Hesse has proven he can stay tediously on message. Count the number of times he says "customer service"!
Customer service plays such an enormous role in maximizing the customer life. It was very apparent it was the most singular issue. It was very apparent that job one was to improve customer service and reduce churn ... We're focused on customer lifetime value as a company. I am making investments in customer care. We already have increased investment in customer service. Added more seats in call centers. We put service people in our retail stores. It is a significant investment. We are shifting investment from customer acquisition to retention. Great customer service drives profitability.
(Photo by AP/Douglas C. Pizac)