No Surprise, Sprint Loses More Customers

Sprint announced a loss of nearly $600 million in Q1 which was “largely because of defections of the company’s customers to other wireless carriers.” Given Sprint’s poor customer experience and the high degree of correlation between customer experience and loyalty in the wireless industry, these results are not surpising. Here’s some of the consumer feedback that we’ve analyzed:

The bottom line: Sprint needs to accelerate its customer experience journey.

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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