June 29, 2010
’Re-invented’ customer experience approach wins Gartner & 1to1 Media CRM excellence award

OVERLAND PARK, Kan., Jun 29, 2010 (BUSINESS WIRE) --

Sprint (NYSE:S) is on a roll. The company recently launched America’s first 3G/4G phone - HTC EVO(TM) 4G, received recognition for its popular Any Mobile, Anytime Pricing plan, and now its customer satisfaction improvements have earned it a 2010 Gartner and 1to1 Media CRM Excellence Award in the category of customer experience.

"The Gartner & 1to1 CRM Excellence Awards honors outstanding organizations that use customer-focused strategies to improve their business performance," says Ginger Conlon, editorial director of 1to1 Media. "Judges cited Sprint’s CEO-driven enterprise-wide approach to re-inventing the customer experience as one reason for giving the company high scores in the Customer Experience category."

In the award ceremony during the Gartner Customer 360 Summit held in Los Angeles today, Sprint was recognized specifically for leveraging innovative technology to enable cross-functional efforts across the company to improve customer satisfaction, first call resolution, and overall customer interaction. Sprint implemented customer experience analytics (CEA) from ClickFox to gain deep insight into customer behavior trends across interaction touch points including retail, web and call center. This cross-channel approach provided a single view of the customer and has been an integral part of Sprint’s customer-centric strategy and high-impact results.

"We’re proud to be recognized for our efforts in improving the customer experience," said Bob Johnson, Sprint’s chief service officer. "Two years ago, our CEO Dan Hesse made improving the customer experience every employee’s priority. Since then our focus has been squarely on improving our processes, performance management, and the quality and consistency of our interactions with customers. Whether it’s when a customer is using our network, visiting a Sprint retail store or talking to a customer care agent, we’ll continue to strive for great customer experiences from the moment someone signs up for service, and beyond."

The Gartner & 1to1 Media CRM Excellence awards highlight innovative companies that are making a big impact through their customer relationship strategy and achieving an unrivaled level of excellence in delivering the customer experience. A gold and silver award were given for each of five categories this year - Customer Experience, Efficiency, Enterprise-wide, Innovation, and Growth. A panel of judges that included Gartner analysts and other customer relations experts in business and academia were involved in judging each entry. Sprint is recognized as one of five Gold winners this year.

The Gartner award comes at the same time Sprint made the largest two-year improvement in customer satisfaction, across all industries, according to the latest American Customer Satisfaction Index results.

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 served more than 48 million customers at the end of the first quarter of 2010 and is widely recognized for developing, engineering and deploying innovative technologies, and is the first and only wireless 4G service from a national carrier in the United States; offering industry-leading mobile data services, leading prepaid brands including Virgin Mobile USA, Boost Mobile, Common Cents Mobile and Assurance Wireless and instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. With its customer-focused strategy, you can learn more and visit Sprint at www.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.

SOURCE: Sprint

Roni Singleton, (404) 649-1579