Former colleague points out that Sprint has launched a user community to fight the perception the company doesn’t listen. Interesting format — semi-blog, semi-forum, definite community. Cingular has had a more traditional threaded forum for some time, using users to help users and promoting the more prolific and helpful to the status of “cell tower.”
Interesting developments — part of a trifecta as Mark Hopkins in our proactive support team would put it.
- Monitoring — the listening post that seeks cries for help and aggravation.
- Forums — a company hosted facility for users to help themselves and seek guidance from other users … as well as company expertise.
- Blogs — the company’s communication channel for presenting its story, but also permitting customers to freely comment.
Tristan at Sprint writes in the welcome post at Buzz About Wireless:
“I have been with Sprint Nextel for almost three years. In that time I have learned a lot, both directly and anecdotally, about what our customers think of us via other boards, in our retail stores, reading emails, the list is pretty long…not all the stories are good.
Here are some of the weaknesses I have heard from you:
• We don’t listen.
• We have lost the human side.
• We haven’t really helped you.
To prove we are listening we have taken on launching this community to open an honest dialogue about wireless technology and service. I believe, along with many other folks here at Sprint, this community will be an excellent place to start having conversations that are meaningful to you and us.”