Soup

Sprint Nextel's Internal Explosion

I agree with the author, how is cutting your prices going to improve margins and customer service? My man on the street marketing tells me people aren't upset about the cost of wireless they are upset about the lousy customer service they receive from any of the carriers. However, since wireless management isn't that smart they tend to drop their prices everytime a slow down in sales happens instead of really trying to figure out the problem.

Sprint should adopt a rewards program whereby customers earn dollars towards their next phone upgrade with every dollar spent on the network. I think they need a service that is so good, you don't need a contract. The Voce model failed but they had a good idea and just poorly executed. If you were the Nordstroms of wireless carriers people would pay a little more to get that kind of customer service and quality. Read the comments of the VOCE customers. They LOVED the service and they were over paying for the service.