By Rod Millar
Great companies offer a great customer experience. At Sprint, we are such big believers in this idea that every employee – from our CEO to each of our store associates – always is looking for new ways to delight our customers.
We’ve been doing a lot lately for Sprint customers, but we are particularly excited about our most recent initiative that will bring a “wow” experience right into their living rooms. With Sprint Direct 2 You, launching today, we are changing the way people think about our company and we are transforming the wireless industry as we provide an amazing new experience for our customers.
People are living their lives on their smartphones and other mobile devices. They have fun with them. They depend on them. Many of us are so busy, though, that it’s often hard to find the time to stop by a store when we need a new device. We heard the concerns of our customers and reviewed other insights that clearly indicated the need for a revolutionary service like this one.
Our CEO, Marcelo Claure, is setting an example for all Sprint employees by remaining constantly on the lookout for new ideas to enhance the customer experience. He was inspired recently when a television service technician came by his house to install new equipment and help his family set it up just the way they wanted it. It was an excellent experience and he challenged us to see if we could provide something similar for Sprint customers.
We came up with Sprint Direct 2 You, a first-of-its-kind service. When our customers are ready for a new phone, we’ll come to them. Virturally, wherever they want. At their home, at their office, in a coffee shop or even a park.
And this is about much more than delivering a phone. We are sending a Sprint expert who will make the entire experience convenient and easy. Our expert will transfer all of the content, including contacts, pictures, videos and apps, from the old phone to the new one. They will get things set up just the way our customer wants and they will offer tips or even provide a tutorial so they are comfortable using it.
This is innovative, transforming our company and our industry. But it’s just the latest in a series of big steps we have been taking lately to put our customers first.
For customers who still prefer to visit one of our stores, we are making it much more convenient to find one. We seized an innovative opportunity to expand quickly. We are more than doubling our company-owned stores as we open 1,435 Sprint stores co-branded with RadioShack.
We essentially did a major expansion of our network by allowing Sprint customers to use the millions of Wi-Fi hotspots to enjoy high-quality calls. We introduced International Value Roaming, allowing our customers traveling to major areas in Latin America, Europe and Japan to roam with up to 2G speeds, read emails and surf the Web at no additional charge. We listened to our customers who were so leery of potential data overage charges when they traveled that they often wouldn’t use their device at all. We found a way to fix that problem.
Also, we are continuing to make great strides with our network and its performance continues to get better every day. We are encouraged when others recognize our progress, such as the shared first-place ranking for fastest mobile network in Denver, according to a new RootScore® Report by independent mobile analytics firm RootMetrics®.1
We launched Sprint Direct 2 You first in Kansas City, Sprint’s hometown; offering the service to qualified Sprint customers that are ready to upgrade. We’ll be bringing it next week to Miami and Chicago, and you’ll continue to see us expand to more major markets this year. We expect our customers to be delighted by a stress-free service unlike anything else on the market today.
Marcelo had the chance to make one of our first Sprint Direct 2 You deliveries last week. It was a great experience and a perfect illustration of how every single one of our employees at Sprint is so dedicated to our customers.
We plan to put a fleet of up to 5,000 Sprint Direct 2 You cars throughout the country this year. It’s essentially like putting thousands of mobile stores closer to our customers virtually wherever they live and work.
When you see one of our new black and yellow Sprint-branded Fiat 500’s rolling along in Kansas City, Miami, Chicago or another city, you’ll know that we are continuing to drive our company and the wireless industry forward. We are a company on the move that is putting customers first.
Editor's Note: Rod Millar is a vice president at Sprint who is leading the company’s efforts to improve the experience for customers and transform the wireless industry with leasing, Sprint Direct 2 You and other innovative services.
1RootMetrics award rankings based on RootMetrics 2H 2014 US National and 125 Metro RootScore Reports (July – December 2014) for mobile performance as tested on best available plans and devices on 4 mobile networks across all available network types. The RootMetrics award is not an endorsement of Sprint. Your results may vary. See rootmetrics.com for details.