Sprint decided to pull the plug on 1200 of its customers who complained too much (including some soldiers, oops).
Did the company not realize the letters would end up on the web? Did it not think through the potential jujitsu it might do – instead of giving these customers the finger, it just might find a way to turn them into brand evangelists?
Why not listen to these complaints, see if there are valid ones that the company can address, address them, and enlist these chief complainants as citizen omsbudmans of a sort?
Updated: Sprint is now saying the customers it cut off were defrauding the company. Well, that’s a good reason. Why not say that to begin with? (Thanks, Darius)