January 11, 2007
Sprint Nextel Names New Senior Customer Care Executive as Part of Company's Commitment to Customer Satisfaction
"Sprint Nextel is, and always will remain, committed to our customers," said Tim Kelly, Sprint president for Customer Management. "We have been aggressively implementing products and services that provide our customers with the most differentiated and superior experience in the industry. With Bryan's leadership, experience and deep understanding of the marketplace, he will help us ensure Sprint Nextel is better positioned to execute initiatives targeted at improving overall customer satisfaction."
DiGiorgio, who will build upon the foundation and progress the company has made to enhance the customer experience, will report to Kelly. DiGiorgio honed his customer service leadership skills and experience at OnStar, Inc. In the mid-1990s, he was director-Global Operations for Sprint TeleCenters, a subsidiary of Sprint, and later served as vice president-Service Center Operations, for H&R Block. Most recently DiGiorgio held a senior operations position at Vonage, Inc. leading service, installation, retention, and direct sales operations.
With industry leading data, music and video capabilities, the largest nationwide voice calling area and the nation's largest mobile broadband network, Sprint Nextel has been revolutionizing how customers experience wireless technology to enrich their lives. Today's announcement is part of Sprint's differentiated approach to ensuring that this unique customer capability is supported by world-class service. This experience begins when a customer first considers embracing a new wireless technology, and then drives greater loyalty as they adopt new services which simplify and enhance their wireless experience. In 2006, several key initiatives that deliver on this differentiated experience set Sprint apart from its competitors:
MAKING A GREAT FIRST IMPRESSION
With the satisfaction of knowing Sprint Nextel would be putting the power of its networks in the hands of customers, the company launched the Power Network Coverage Tool in October. By allowing customers to view detailed coverage maps right down to the street level, Sprint Nextel is setting network performance expectations before customers purchase wireless service.
GIVING CUSTOMERS VALUE IN SPRINT PRODUCTS AND SERVICES
The goal of helping customers make educated decisions and to get a straightforward and good deal on their wireless plans, is the reason the company introduced a revolutionary tool called Sprint Plan Advisor. The tool, available at www.sprint.com/planadvisor, helps ensure customers have the right wireless plan and are getting the most value out of their service.
PROVIDING CUSTOMERS WITH THE MOST POWERFUL NETWORK SERVICE
Sprint Nextel ended 2006 with significant network investments and initiatives to enhance the customer experience. Sprint added thousands of cell sites and enhancements to its Nationwide Sprint PCS Network(SM) and National Nextel Network(SM), led the U.S. telecommunications industry in deploying EV-DO Revision A technology, continued to invest heavily in its IP assets and announced its plans for WiMAX deployment in 2007.
SOLVING CUSTOMER ISSUES QUICKLY AND EASILY
The company's website, Sprint.com, plays an important role in improving the customer experience and making it easy for customers to do business with Sprint Nextel. To deliver online services that make Sprint Nextel the easiest wireless company to do business with, the company enhanced its self-service capabilities for customers -- giving customers immediate access to all of their wireless information needs. Some of the new features at Sprint.com include:
-- Digital Lounge - Provides online access to Sprint Nextel's full portfolio of digital media content available on Sprint Nextel devices.
-- Intelligent Search (i-Search) - Sprint Nextel's Intelligent Search is a powerful tool enabling Sprint.com visitors to find information about Sprint Nextel products and services.
SHOWING CUSTOMERS SPRINT VALUES THEIR BUSINESS
In line with Sprint Nextel's mission to reward customer loyalty, the company introduced several incentive programs including:
Handset Upgrades - With a re-energized handset portfolio of 10 new models including new, ultra-thin CDMA phones from Motorola and Samsung, as well as more competitive pricing, Sprint Nextel experienced an increase level of customer upgrades in the fourth quarter 2006.
Sprint Nextel customers can now go online to quickly and conveniently check their eligibility for upgrading to a new device. Additionally, customers who are eligible for a new device and choose to upgrade via a Sprint Nextel virtual channel (web or telesales) are now able to do so without incurring any upgrade fees.
Adding Phones / Sharing Minutes - Adding phones to an account is one of the most popular customer requests, so Sprint Nextel is now making it easier for customers to self-add phones to their accounts and share minutes across devices.
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 robust wireless networks serving more than 51 million customers at the end of third quarter 2006; industry-leading mobile data services; instant national and international walkie-talkie capabilities; and an award-winning and global Tier 1 Internet backbone. For more information, visit www.sprint.com.
SOURCE: Sprint Nextel
Roni Singleton, 404-649-1579