Bob Thompson interviews Jerry Adriano, VP of Customer Experience at Sprint, about how the company has increased customer satisfaction and loyalty by improving the customer experience.
- Role and empowerment of VP of Customer Experience position
- What were the big customer experience problems uncovered?
- What drives real (un-trapped) customer loyalty for Sprint customers?
- How did Sprint justify the improvements needed and measure its progress?
- What changes resulted in the recent improvements in ACSI scores?
- What is the role of technology to identify problems?
- Three critical elements for success in Customer Experience leadership
Interview recorded on July 22, 2010.
Further reading: ACSI Scores for Wireless Telephone Service