Posted by Barry Silverstein on November 7, 2012 01:08 PM
Japanese technology giant Softbank's $20 billion takeover of Sprint is already proving to be an uphill battle. Sprint reported that it lost 423,000 U.S. subscribers from July 1 to Sept. 30, while only gaining 19,000 non-contract subscribers, the smallest number in over three years. That churn contributed to Sprint losing $767 million in the quarter, compared to a $301 million loss for the same period a year ago.
The downward spiral for Sprint was even more obvious in comparison to its two main competitors, Verizon Wireless, which added 1.8 million subscribers, and AT&T, which added 228,000 subscribers. In addition, Verizon Wireless and AT&T saw a spike in iPhone 5 sales while Sprint's activation of iPhones in Q3 was flat. Ironically, the 2012 American Customer Satisfaction Index ranked Sprint first among all national carriers in customer satisfaction and most improved, across all 47 U.S. industries, during the last four years.
In an attempt to shore up its flagging business, Sprint is acquiring PCS broadband spectrum and customers in parts of Illinois, Indiana, Michigan, Missouri and Ohio from smaller wireless competitor U.S. Cellular for $480 million. Sprint CEO Dan Hesse stated that "Acquiring this spectrum will significantly increase Sprint's network capacity and improve the customer experience in several important Midwest markets including Chicago and St. Louis." Even though U.S. Cellular is exiting the Chicago market, its brand name will remain on the city's U.S. Cellular Field stadium and it will maintain its corporate headquarters in the market.
Being acquired by Softbank means Sprint, meanwhile, will officially shed the Nextel part of its corporate name.Continue reading...
Posted by Dale Buss on July 16, 2012 09:01 AM
Airbus and Boeing walk fine line about global airliner demands.
Apple finds some iPhone users souring on Siri as it may be gearing up to producer smaller iPad.
Audi opens first digital showrooms.
Barclays apologizes in new campaign for Libor scandal.
BSkyB prepares to launch Now TV.
Clorox targets Hispanics with Fraganzia line of cleaning products.
Digg founder revisits missteps that led to company's fall.
Ford funds parties featuring Escape to combat hunger.Continue reading...
Posted by Dale Buss on March 16, 2012 04:57 PM
Brands must understand that customer service is an important part of the "value equation" for consumers these days even though it might seem that price remains their most important criterion for brand satisfaction because of the continued financial struggles of so many Americans.
Apple, Cadillac, Four Seasons, JetBlue, Kohl's, Saks Fifth Avenue, Scotttrade, USAA and Wegmans are among the brands that understand the importance of people as a driver of service excellence has increased substantially these days, and that's why they were among the 50 brands named this week by J.D. Power & Associates as 2012 Customer Service Champions.Continue reading...
Posted by Shirley Brady on November 24, 2010 10:00 AM
Consumer Reports 2010 "naughty and nice" list of brands' holiday policies takes a dim view of gouging customers.
For retail returns, Best Buy's measly 14-day limit earns the electronics chain a black mark, while J&R's price-matching (even post-sale) policy puts it on the nice list. Similarly, Wal-Mart's generous return policy gets a check mark, while CompUSA's restocking fees earn a demerit.
Mobile shoppers, meanwhile, are warned to read the fine print.Continue reading...
Posted by Shirley Brady on August 24, 2010 05:30 PM
* McDonald's promoted McDonald's UK president and CEO Steve Easterbrook to EVP, global chief brand officer, a new position that fills the hole in its senior management team created when former CMO Mary Dillon left in May to join U.S. Cellular. Jill McDonald, currently CMO for McDonald's in the UK and northern Europe, is being promoted to UK CEO.
* Dell put its first U.S. smartphone on sale today: the Aero, which costs $99 with a two-year AT&T contract and runs on Google's Android platform.
* Watch out, Netflix: Apple is rumored to be preparing a 99-cent TV show service.
* Facebook sues Teachbook, a social networking site for teachers, over use of -book in its name; deletes accounts purporting to be from North Korea; and bans marijuana-based advertising campaign.
* Microsoft is now handling all search requests for Yahoo in North America; the global rollout will take until 2012.Continue reading...