The Top Five: What Wireless Customers Want
Dependable Network + Affordable Service Plans + Flexible Policies + Knowledgeable Support + Rewards for Loyalty.
OVERLAND PARK, Kan.-- What started at Sprint (NYSE:S) as an idea to “revolutionize the customer experience one customer at a time”, has turned into a combination of industry-leading solutions, services and rewards. And people are noticing.
On June 6, Sprint launched Palm® Pre™, the most highly-anticipated consumer electronics device of the year – it was the best first-day and first-weekend seller in Sprint history. And, the company’s customers have access to America’s most dependable 3G network1 and a new and improved customer experience. Who says? Customers and industry observers alike are telling the story.
“The fact is we’re simply getting better every day and we’re shifting more perceptions about the positive improvements with customer experience,” says Bob Johnson, Sprint’s chief service officer. “We’re seeing evidence of that in independent, third-party surveys, and more and more of our customers are acknowledging it as well. Customers take it seriously that they’re with a financially stable company that offers best-in-class devices and applications, a fast and reliable network, and an overall great customer experience.”
And now, more than ever, there are so many reasons to come home to Sprint. Here are the top five reasons customers are choosing Sprint as the easier, simpler, more affordable option – with a bonus five reasons for extra value:
# 5 - Rewarding Loyal and Longtime Customers: Ask the Pre-Partiers
Sprint Premier is our industry-leading loyalty program where long-time and loyal customers get new-customer pricing on devices every 12 months – nearly twice as fast as other customers. As an added benefit, Sprint waives the upgrade fee and gives Premier customers 25 percent off an accessory to go with their new phone. Plus, Premier customers can be among the first to find out about new products and to receive other perks like anniversary gifts and six-month plan check-ups. Most recently, many Premier customers had night-before access to the Palm Pre at 10 gala parties nationwide. The Sprint Premier program gives its best customers perks, privileges and discounts unmatched in the industry!
# 4 - Friendly and Knowledgeable Support: The Numbers Show It
We’re a new and different company now with 17 consecutive months of improved customer satisfaction and resolving customers’ issues on the first call. Customer calls are being answered faster, usually within 30 seconds or less, and customers who prefer to interact with Sprint representatives via e-mail enjoy superb online chat support 24/7. We’re providing more consistent and quality support during customer interactions, which is helping to resolve issues quickly and on the first call, leading to happier customers overall. In fact, the quarterly American Customer Service Index, published in May 2009 by the University of Michigan's Ross School of Business, reported that Sprint's satisfaction score increased by 12.5 percent in the past year – the largest improvement in customer satisfaction of any of the companies included in the index, both inside and outside of the wireless industry.
And, in an April 2009 study by Clarus Research Group, 74 percent of Sprint’s consumer customers rate its customer service positively, and 37 percent of customers surveyed say Sprint's customer service has recently gotten better.
# 3 - Easy to Do Business With: Ask Customer Eric Poach
We know it’s not enough to provide our customers with great technology; we have to also help them get the most out of it! That’s why when customers buy a new device one of our sales representatives will work with them to personalize their phone. Our Ready Now program helps to ensure that customers understand how to set up all of their device’s features and demonstrate how it works at the point-of-sale. In addition, customers can call or go online to schedule a Ready Now appointment at a local Sprint retail store.
“My local Sprint sales representative, Jody Yunetz, is extremely helpful in ensuring the critical applications and features I need to help run my business are available to me on my wireless phone,” said Eric Poach, managing partner for PMG Associates, LLC. “It is reassuring to know that I will have access to my e-mail anywhere that I travel in the country, and that I can always call, text or e-mail Jody to answer a question or help with a problem.”
Also, soon after new customers activate service, they receive a welcome call from Sprint to thank them for their business, and ensure they feel fully informed about the products and/or plans they have chosen. The goal is to ensure customers get the most out of the Sprint products and services they purchased.
Finally, we make it easy for our customers to switch to any of our new plans at any time – if there is a better value for their money or if their needs change. Sprint’s Right Plan Promise ensures customers can change their plan anytime without renewing their contract.
# 2 – Simplicity and Affordability: BillShrink.com Says It
We’ve made it more affordable for people to ‘do more than talk’ with our range of great pricing plans to fit different budgets. We’ve revolutionized data plans with our all-inclusive pricing, which has eliminated the fear of overages. Now families and individuals can cut costs and save money with Sprint’s Everything Data Plans.
Pre comes with Sprint’s industry-leading, value-oriented service plans – which offer significant savings vs. the competition. For example, Sprint’s Simply EverythingSM plan saves customers $1,200 over the comparable plan for AT&T’s iPhone, and more against Verizon’s smartphone and PDA pricing over a two-year period – that’s real value.”(2)
BillShrink.com compares the cost of ownership for a Pre vs. iPhone vs. G1: http://www.billshrink.com/blog/iphone-versus-palm-pre-versus-android/
# 1 – Speed and Dependability: See Why Sprint’s Networks Have Never Been Better
Sprint is the embodiment of the seismic change the wireless industry is experiencing. Our Now Network delivers the nation’s most dependable 3G network and is faster in more places than AT&T’s 3G network, 3 and Sprint has more than 20 times the coverage of T-Mobile’s current 3G network, based on square miles. 4
No one has a larger voice calling area than Sprint. The Nationwide Sprint Network (inclusive of roaming) reaches more than 304 million people in the United States, Puerto Rico and the U.S. Virgin Islands, with a Sprint national calling plan that includes roaming.
And, continuing to lead the way in network performance, Sprint is the first national carrier to offer wireless 4G. Sprint 4G is available in Baltimore today and markets expected to launch in 2009 include Atlanta, Las Vegas, Chicago, Charlotte, Dallas/Fort Worth, Honolulu, Philadelphia and Seattle. In 2010 Sprint 4G launch cities are expected to include New York, Boston, Washington, D.C., Houston and the San Francisco Bay Area.
http://www.thestreet.com/story/10453612/1/amazing-4g-speeds-from-a-usb-modem.html
BONUS:
Online Services: Ask Customer Robin Perdomo-Leczewski
Sprint’s online services and options are industry-leading in terms of user interaction. More than 15 million unique visitors go to sprint.com and conduct more than 25 million transactions every month. These self-service transactions include managing accounts, monitoring account balances and wireless usage and changing wireless plans. Sprint also has a unique social media site, buzzaboutwireless.com, that gives all wireless enthusiasts (customers and non-customers alike) a community to learn about Sprint products/services, rate devices, participate in discussions with Sprint executives, and obtain customer service support.
"I've been so happy with the online customer service tool that Sprint offers their wireless customers…," says Sprint customer Robin Perdomo-Leczewski. "The first time I used online chat to fix a problem was the best service ever…. I will be sure to use online Sprint whenever possible in the future."
Business Products and Services that help Boost Productivity: We’re Recognized for It
Powerful and innovative technologies have helped businesses and government agencies better support their customers, save money and more efficiently manage their operations. In fact, Sprint recently announced how it is enabling unified communications (UC) by integrating key products – Global MPLS, SIP Trunking and Mobile Integration – with partner applications to deliver end-to-end UC solutions. UC solutions integrate day-to-day communication tools such as e-mail, voice mail, instant messaging, calendars, fax, and audio/video conferencing into a single platform and a common user experience. These solutions drove Sprint’s revenue from Internet services up by 16% in the first quarter of 2009, over the year-ago period.
On June 16, Sprint (NYSE:S) received a Global Telecoms Business Innovation Award in the category of Business Service Innovation – Unified Services Enablement specific to how Sprint enables unified communications (UC).
http://investors.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle&ID=1299997&highlight=
"Sprint's strategy on integrating mobility with unified communications, as demonstrated in its Mobile Integration solution, shows how service providers can work with partners to enhance and extend their UC products," said Lisa Pierce, president of Strategic Networks Group. "This type of collaboration provides customers with better UC functionality than can be achieved by relying on a single supplier for UC functionality."
Fastest National Push-to-Talk Service: Ask Deputy Fire Chief Charles Werner
"Public safety agencies need to realize that during major incidents/events, their radio systems are subject to overloading and in extreme cases, even temporary failure," said Charles Werner, deputy fire chief, Charlottesville (Va.) Fire Department. "This comes to light particularly immediately after an emergency when there is an ‘avalanche’ of communications resulting from the exponential system demand – that’s not the time to try to bolster your network or stand up new solutions. Every department should deploy some type of parallel communications solution, like Sprint Nextel, that assists with interoperability for both public safety and non-public safety groups. In addition to emergency incidents, this parallel network can also serve as an enhancement to the mission critical system and provide more effective and efficient daily operations through the use of Direct/Connect and NextMail.”
Sprint is the undisputed leader in push-to-talk services, providing customers access to the nation’s largest push-to-talk community. Our wide variety of Nextel Direct Connect® services include one-to-one capabilities that help customers communicate to make decisions quickly, boost productivity and save time and money. Also, the unique one-to-many capability of Group Connect® helps businesses quickly communicate the same message to multiple employees, as well as partners and vendors. Other Sprint-exclusive services such as Nextmail® also allow customers to send a voice message to any email address, with the Direct SendSM feature customers may share contact information and send pictures. With Second Line Service only available from Sprint, Nextel Direct customers can have two phone numbers ring to the same phone – they can use one number for business and the other for personal calls. Both numbers share the same voice mail and Caller ID and customers can select a single or separate invoice.
30-Day Guarantee: See Any Sales Associate
Sprint is so confident that you’ll enjoy its network, its service and its devices that the company offers a 30-day satisfaction guarantee. If a customer is not completely satisfied with Sprint, his or her service, phone or network coverage, the customer can simply return the undamaged phone and deactivate service within the 30 days. Sprint returns the customer’s activation fees and waives the early termination fees, and customers are responsible for charges based on their actual usage. Visit sprint.com/returns for details.
Innovation: With Awards To Show For It
We’re the wireless provider that understands the future is about more than just voice – so we’ve designed our devices, rate plans and new technologies like 4G to give customers the best of everything from e-mail to web surfing. Sprint leads the way in mobile data services and we’re the number one provider of GPS solutions, offering the largest portfolio of GPS-enabled solutions for enterprise, general business and consumers. We also make data simple, useful and worry-free.
The award-winning Sprint AIRAVE gives customers enhanced coverage in their home or office that’s simple to access, low-cost and works with any Sprint phone. Sprint launched AIRAVE, the industry’s first commercial femtocell, in August 2008, and became the first major U.S. wireless carrier to offer a femtocell solution for wholesale partners this May. The technology behind AIRAVE has received several awards, including Best of Innovations at CES 2008, Emerging Technologies Award – 1st Place: Network Infrastructure Category at CTIA 2008, and Best of CTIA 2007 “Best Cell Phone Accessory” Award from LAPTOP Magazine.
In April, Sprint’s TeleNav Vehicle ManagerTM received first place at the 4th annual CTIA Emerging Technology (E-Tech) Awards in the category of Enterprise and Vertical - General Business Solution. Earlier this year, Sprint received an award from Frost and Sullivan for Market Leadership in location-based consumer applications and open location platform for developers.
http://newsreleases.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle_newsroom&ID=1273288&highlight=GPS
http://newsreleases.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle_newsroom&ID=1259929&highlight=GPS
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel is widely recognized for developing, engineering and deploying innovative technologies, including two wireless networks serving more than 49 million customers at the end of the first quarter of 2009; industry-leading mobile data services; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. For more information, visit www.sprint.com.
OVERLAND PARK, Kan.-- What started at Sprint (NYSE:S) as an idea to “revolutionize the customer experience one customer at a time”, has turned into a combination of industry-leading solutions, services and rewards. And people are noticing.
On June 6, Sprint launched Palm® Pre™, the most highly-anticipated consumer electronics device of the year – it was the best first-day and first-weekend seller in Sprint history. And, the company’s customers have access to America’s most dependable 3G network1 and a new and improved customer experience. Who says? Customers and industry observers alike are telling the story.
“The fact is we’re simply getting better every day and we’re shifting more perceptions about the positive improvements with customer experience,” says Bob Johnson, Sprint’s chief service officer. “We’re seeing evidence of that in independent, third-party surveys, and more and more of our customers are acknowledging it as well. Customers take it seriously that they’re with a financially stable company that offers best-in-class devices and applications, a fast and reliable network, and an overall great customer experience.”
And now, more than ever, there are so many reasons to come home to Sprint. Here are the top five reasons customers are choosing Sprint as the easier, simpler, more affordable option – with a bonus five reasons for extra value:
# 5 - Rewarding Loyal and Longtime Customers: Ask the Pre-Partiers
Sprint Premier is our industry-leading loyalty program where long-time and loyal customers get new-customer pricing on devices every 12 months – nearly twice as fast as other customers. As an added benefit, Sprint waives the upgrade fee and gives Premier customers 25 percent off an accessory to go with their new phone. Plus, Premier customers can be among the first to find out about new products and to receive other perks like anniversary gifts and six-month plan check-ups. Most recently, many Premier customers had night-before access to the Palm Pre at 10 gala parties nationwide. The Sprint Premier program gives its best customers perks, privileges and discounts unmatched in the industry!
# 4 - Friendly and Knowledgeable Support: The Numbers Show It
We’re a new and different company now with 17 consecutive months of improved customer satisfaction and resolving customers’ issues on the first call. Customer calls are being answered faster, usually within 30 seconds or less, and customers who prefer to interact with Sprint representatives via e-mail enjoy superb online chat support 24/7. We’re providing more consistent and quality support during customer interactions, which is helping to resolve issues quickly and on the first call, leading to happier customers overall. In fact, the quarterly American Customer Service Index, published in May 2009 by the University of Michigan's Ross School of Business, reported that Sprint's satisfaction score increased by 12.5 percent in the past year – the largest improvement in customer satisfaction of any of the companies included in the index, both inside and outside of the wireless industry.
And, in an April 2009 study by Clarus Research Group, 74 percent of Sprint’s consumer customers rate its customer service positively, and 37 percent of customers surveyed say Sprint's customer service has recently gotten better.
# 3 - Easy to Do Business With: Ask Customer Eric Poach
We know it’s not enough to provide our customers with great technology; we have to also help them get the most out of it! That’s why when customers buy a new device one of our sales representatives will work with them to personalize their phone. Our Ready Now program helps to ensure that customers understand how to set up all of their device’s features and demonstrate how it works at the point-of-sale. In addition, customers can call or go online to schedule a Ready Now appointment at a local Sprint retail store.
“My local Sprint sales representative, Jody Yunetz, is extremely helpful in ensuring the critical applications and features I need to help run my business are available to me on my wireless phone,” said Eric Poach, managing partner for PMG Associates, LLC. “It is reassuring to know that I will have access to my e-mail anywhere that I travel in the country, and that I can always call, text or e-mail Jody to answer a question or help with a problem.”
Also, soon after new customers activate service, they receive a welcome call from Sprint to thank them for their business, and ensure they feel fully informed about the products and/or plans they have chosen. The goal is to ensure customers get the most out of the Sprint products and services they purchased.
Finally, we make it easy for our customers to switch to any of our new plans at any time – if there is a better value for their money or if their needs change. Sprint’s Right Plan Promise ensures customers can change their plan anytime without renewing their contract.
# 2 – Simplicity and Affordability: BillShrink.com Says It
We’ve made it more affordable for people to ‘do more than talk’ with our range of great pricing plans to fit different budgets. We’ve revolutionized data plans with our all-inclusive pricing, which has eliminated the fear of overages. Now families and individuals can cut costs and save money with Sprint’s Everything Data Plans.
Pre comes with Sprint’s industry-leading, value-oriented service plans – which offer significant savings vs. the competition. For example, Sprint’s Simply EverythingSM plan saves customers $1,200 over the comparable plan for AT&T’s iPhone, and more against Verizon’s smartphone and PDA pricing over a two-year period – that’s real value.”(2)
BillShrink.com compares the cost of ownership for a Pre vs. iPhone vs. G1: http://www.billshrink.com/blog/iphone-versus-palm-pre-versus-android/
# 1 – Speed and Dependability: See Why Sprint’s Networks Have Never Been Better
Sprint is the embodiment of the seismic change the wireless industry is experiencing. Our Now Network delivers the nation’s most dependable 3G network and is faster in more places than AT&T’s 3G network, 3 and Sprint has more than 20 times the coverage of T-Mobile’s current 3G network, based on square miles. 4
No one has a larger voice calling area than Sprint. The Nationwide Sprint Network (inclusive of roaming) reaches more than 304 million people in the United States, Puerto Rico and the U.S. Virgin Islands, with a Sprint national calling plan that includes roaming.
And, continuing to lead the way in network performance, Sprint is the first national carrier to offer wireless 4G. Sprint 4G is available in Baltimore today and markets expected to launch in 2009 include Atlanta, Las Vegas, Chicago, Charlotte, Dallas/Fort Worth, Honolulu, Philadelphia and Seattle. In 2010 Sprint 4G launch cities are expected to include New York, Boston, Washington, D.C., Houston and the San Francisco Bay Area.
http://www.thestreet.com/story/10453612/1/amazing-4g-speeds-from-a-usb-modem.html
BONUS:
Online Services: Ask Customer Robin Perdomo-Leczewski
Sprint’s online services and options are industry-leading in terms of user interaction. More than 15 million unique visitors go to sprint.com and conduct more than 25 million transactions every month. These self-service transactions include managing accounts, monitoring account balances and wireless usage and changing wireless plans. Sprint also has a unique social media site, buzzaboutwireless.com, that gives all wireless enthusiasts (customers and non-customers alike) a community to learn about Sprint products/services, rate devices, participate in discussions with Sprint executives, and obtain customer service support.
"I've been so happy with the online customer service tool that Sprint offers their wireless customers…," says Sprint customer Robin Perdomo-Leczewski. "The first time I used online chat to fix a problem was the best service ever…. I will be sure to use online Sprint whenever possible in the future."
Business Products and Services that help Boost Productivity: We’re Recognized for It
Powerful and innovative technologies have helped businesses and government agencies better support their customers, save money and more efficiently manage their operations. In fact, Sprint recently announced how it is enabling unified communications (UC) by integrating key products – Global MPLS, SIP Trunking and Mobile Integration – with partner applications to deliver end-to-end UC solutions. UC solutions integrate day-to-day communication tools such as e-mail, voice mail, instant messaging, calendars, fax, and audio/video conferencing into a single platform and a common user experience. These solutions drove Sprint’s revenue from Internet services up by 16% in the first quarter of 2009, over the year-ago period.
On June 16, Sprint (NYSE:S) received a Global Telecoms Business Innovation Award in the category of Business Service Innovation – Unified Services Enablement specific to how Sprint enables unified communications (UC).
http://investors.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle&ID=1299997&highlight=
"Sprint's strategy on integrating mobility with unified communications, as demonstrated in its Mobile Integration solution, shows how service providers can work with partners to enhance and extend their UC products," said Lisa Pierce, president of Strategic Networks Group. "This type of collaboration provides customers with better UC functionality than can be achieved by relying on a single supplier for UC functionality."
Fastest National Push-to-Talk Service: Ask Deputy Fire Chief Charles Werner
"Public safety agencies need to realize that during major incidents/events, their radio systems are subject to overloading and in extreme cases, even temporary failure," said Charles Werner, deputy fire chief, Charlottesville (Va.) Fire Department. "This comes to light particularly immediately after an emergency when there is an ‘avalanche’ of communications resulting from the exponential system demand – that’s not the time to try to bolster your network or stand up new solutions. Every department should deploy some type of parallel communications solution, like Sprint Nextel, that assists with interoperability for both public safety and non-public safety groups. In addition to emergency incidents, this parallel network can also serve as an enhancement to the mission critical system and provide more effective and efficient daily operations through the use of Direct/Connect and NextMail.”
Sprint is the undisputed leader in push-to-talk services, providing customers access to the nation’s largest push-to-talk community. Our wide variety of Nextel Direct Connect® services include one-to-one capabilities that help customers communicate to make decisions quickly, boost productivity and save time and money. Also, the unique one-to-many capability of Group Connect® helps businesses quickly communicate the same message to multiple employees, as well as partners and vendors. Other Sprint-exclusive services such as Nextmail® also allow customers to send a voice message to any email address, with the Direct SendSM feature customers may share contact information and send pictures. With Second Line Service only available from Sprint, Nextel Direct customers can have two phone numbers ring to the same phone – they can use one number for business and the other for personal calls. Both numbers share the same voice mail and Caller ID and customers can select a single or separate invoice.
30-Day Guarantee: See Any Sales Associate
Sprint is so confident that you’ll enjoy its network, its service and its devices that the company offers a 30-day satisfaction guarantee. If a customer is not completely satisfied with Sprint, his or her service, phone or network coverage, the customer can simply return the undamaged phone and deactivate service within the 30 days. Sprint returns the customer’s activation fees and waives the early termination fees, and customers are responsible for charges based on their actual usage. Visit sprint.com/returns for details.
Innovation: With Awards To Show For It
We’re the wireless provider that understands the future is about more than just voice – so we’ve designed our devices, rate plans and new technologies like 4G to give customers the best of everything from e-mail to web surfing. Sprint leads the way in mobile data services and we’re the number one provider of GPS solutions, offering the largest portfolio of GPS-enabled solutions for enterprise, general business and consumers. We also make data simple, useful and worry-free.
The award-winning Sprint AIRAVE gives customers enhanced coverage in their home or office that’s simple to access, low-cost and works with any Sprint phone. Sprint launched AIRAVE, the industry’s first commercial femtocell, in August 2008, and became the first major U.S. wireless carrier to offer a femtocell solution for wholesale partners this May. The technology behind AIRAVE has received several awards, including Best of Innovations at CES 2008, Emerging Technologies Award – 1st Place: Network Infrastructure Category at CTIA 2008, and Best of CTIA 2007 “Best Cell Phone Accessory” Award from LAPTOP Magazine.
In April, Sprint’s TeleNav Vehicle ManagerTM received first place at the 4th annual CTIA Emerging Technology (E-Tech) Awards in the category of Enterprise and Vertical - General Business Solution. Earlier this year, Sprint received an award from Frost and Sullivan for Market Leadership in location-based consumer applications and open location platform for developers.
http://newsreleases.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle_newsroom&ID=1273288&highlight=GPS
http://newsreleases.sprint.com/phoenix.zhtml?c=127149&p=irol-newsArticle_newsroom&ID=1259929&highlight=GPS
About Sprint Nextel
Sprint Nextel offers a comprehensive range of wireless and wireline communications services bringing the freedom of mobility to consumers, businesses and government users. Sprint Nextel is widely recognized for developing, engineering and deploying innovative technologies, including two wireless networks serving more than 49 million customers at the end of the first quarter of 2009; industry-leading mobile data services; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. For more information, visit www.sprint.com.
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