Note: Today’s entry is a guest post from Bridgz employee Nick Nelson.
From 2008 to 2010, the company was in crisis mode. It focused on customer satisfaction as the key to getting back on track. [VP of Customer Experience Jerry] Adriano says the company dug in to stabilize the customer care organization by meeting expectations, addressing discrete pain points, improving first call resolution and satisfaction within channels, and encouraging employees to consider the importance of the customer experience.
The company wants to go even further for 2011-2013. “For us it’s about a shift,” Adriano told the audience. “It was about satisfaction and now we want to drive loyalty and advocacy. We want interactions to be one of the reasons you stay with us and recommend us. We want to exceed expectations.”
In the world of wireless telecommunications, competition is stiff. More than most, this is an industry where customers are in control, with Sprint vying for business alongside such hulking entities as AT&T, Verizon, T-Mobile and Virgin. If you anger your subscribers, they won’t hesitate drop you and head elsewhere (at least once their current plan is up).