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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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