I have a random question for you. What cell phone carrier do you use?
I’ve been using Sprint PCS forever. Frankly, I don’t even know why. It’s not so much that I am loyal to them, but more so that it works, and they don’t bother me much.
However, there were a few occasions over the years when I seriously considered switching to another carrier, and I finally had to ask them:
“Why are you (Sprint PCS) giving so many incentives to NEW CUSTOMERS & not the ones who have been with you the whole time?!”
Can you relate?
I don’t think it matters which carrier you use. In the US, as far as I know, carrier companies are obsessed with stealing customers from their competitors and completely neglecting their existing customers. I can see that it has loosened up a bit recently, but 5 to 7 years ago, it was so painfully obvious that the only thing they cared about was acquiring new customers.
To make matters worse, most of the carriers have a hefty penalty in place for those who want to switch carriers before their contract expires. It’s a punishment for leaving your carrier.
How’s that for CX (customer experience)? I say it’s a crappy one, for sure.
You must have seen this pop-up window show up on any website asking, “From 0 to 10, how likely are you to recommend us to your friends?” This is a part of NPS (net promoter score) in the world of CX. In this case, I would score low for how likely I would be to refer Sprint to my friends.
To be clear, I am not ranting here about Sprint. I’m using this example purely to make my point for this post. If this idea of being mistreated and under-appreciated resonates with this you, a long-time customer of any brand, you know how your existing customer may feel about your service. So, let me ask you:
How have you been treating your existing customers lately?