What keeps those customers from serting up a new plan with Sprint by walking into a Radio Shack, etc. mind you, it would be hard to go back to a company that treats you poorly.
Roger --- Roger Prokic Baltimore, Maryland USA -=[ This email was sent from a Palm Treo 680 palm computer using SnapperMail Enterprise Edition v2.3.7.01 ]=- ...... Original Message ....... On Fri, 06 Jul 2007 11:17:55 -0400 Craig Froehle <[EMAIL PROTECTED]> wrote: >What I'm about to say here will probably be met with indignant gasps and >muttered profanities, but what Sprint's doing is *exactly* what I teach my >students they should consider doing. > >As a business school professor, one of the courses I teach is Service >Operations Management. In that course, I show a graph that looks like a J >that has been rotated 200 degrees clockwise. The x-axis is "customer >retention rate" and the y-axis is profits. As you start retaining more and >more of your customers, your profitability increases...to a point. At some >point, you're retaining customers you really shouldn't, as they cost you >more to service them than they generate in revenue for you. > >Say you ran a restaurant. Would you be happy to serve a customer who comes >in and takes up a booth for hours, uses napkins and silverware, sugar, milk, >stirrers, uses up your wait staff's time, but only orders a 29-cent cup of >coffee? No...you can't run a business with customers like that. > >I fully understand that Sprint is partly to blame -- Sprint's customer >service is lousy, which may be causing some of the repeat calling. But, >there are always going to be customers who simply cannot be satisfied and >will continue to leech away your resources unless they are cut free. If >Sprint is finally doing that, more power to them. I just hope they do what >I teach my students, which is to be really smart in selecting which >customers get pared. > >[Non-text portions of this message have been removed] > > > >Messages in this topic (0) Reply (via web post) | Start a new topic >Messages | Files | Photos | Links | Database | Polls | Members | Calendar > >Change settings via the Web (Yahoo! ID required) >Change settings via email: Switch delivery to Daily Digest | Switch format to >Traditional >Visit Your Group | Yahoo! Groups Terms of Use | Unsubscribe >Recent Activity > > 7 >New Members > 5 >New Files > > Visit Your Group >SPONSORED LINKS > >Handspring treo >Handspring treo 270 >Handspring treo 600 >Handspring treo accessory >Handspring treo 180 > >Yahoo! TV > >Staying in tonight? > >Check listings to > >see what is on. > >Official Samsung > >Yahoo! Group for > >supporting your > >HDTVs and devices. > >Yoga Resources > >on Yahoo! Groups > >Take the stress > >out of your life. >
