What would you think if a company you did business with said cutting 2,000 customer service jobs would have NO impact on the service they provided?

My 1st reaction was – you’re crazy! Cuts of this magnitude (about 6% of Sprint) must impact their customers. My 2nd reaction was – if true, things must be extremely bleak. After considering further, I’m certain both things are true.



  1. Things are bleak – Sprint ranks at or near the bottom of all wireless carriers according to the 2015 Temkin Experience Ratings. The news doesn’t get better if you consult J. D. Power ratings.
  2. Customers will be impacted – After shedding 2,000 people, Sprint’s solution is to urge “customers to handle routine inquiries… online or through the Sprint Zone app.” Do it yourself?! Transitioning inquiries to a process cost-effective for Sprint rather than one which is convenient for consumers spells disaster for Sprint.

These must be desperate times for Sprint because they are committing a cardinal sin in the customer experience world (i.e. business world) by distancing themselves from their customers. If your company’s basic product or service just doesn’t work, the only hope to sustain the business is to maintain and nurture customer relationships.  This won’t happen online or with an app.  More likely it will increase frustration and churn (subscriber losses) simultaneously.

Sprint is in a bind which they’ve made worse by claiming that customers won’t be impacted. Their message will (1) most definitely NOT resonate with reality and (2) erode any trust Sprint’s customers [may have] had. Slashing prices with chainsaws, machetes and the like will buy goodwill for only so long.

The pivot point is to communicate honestly with customers.  Sprint’s customers know things are not good.  Coming out with an unsupportable claim only makes the situation worse.  What do you think?  Can Sprint’s low prices compensate for mediocre network performance and an ever-worsening customer experience?

Can Low Prices Compensate for a Poor Customer Experience?
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