Sprint Marketing Genious or Stupidity?

I vote for stupidity.  Over on Seth’s blog there’s a lot of discussion about how it might be ok and smart to “fire” customers as Sprint is doing for customers who call customer service too much.  Well us PTIers know the truth about overall satisfaction with Sprint.  What’s missed by the “fire your bad customers” crowd are the thousands of customers who are equally dissatisfied with Sprint, yet don’t call customer service much to complain.  Remember, Sprint has the highest churn rate in the industry for a reason:  customers aren’t satisfied.

Thus, what might seem like a strategy to get rid of a SMALL number of irate, over-taxing, dissatisfied customers,  in reality is a strategy to prove to a bunch of other dissatisfied, less-taxing customers that the company truly doesn’t care about customer service.

So if Sprint were Apple, then maybe this would be counterintuitive marketing genious.  But Sprint is Sprint.  And trust me, there’s not a bastion of customer satisfaction happening for users of the service.