From Poison Pen to Love Letter: Sprint’s Death+Life Customer Experience

by Jan Zlotnick 18 Sep 2014 Customer Experience


Sometimes it takes a near-death experience to see and live a bold new life.  In 2007, struggling against its wireless carrier competition, Sprint decided to send service termination letters to 1,200 of its 53 million customers. Here’s how new leadership and a total embrace of Customer Experience, turned those fateful letters into one of the greatest love stories in brand-turn-around history.

The Thinking at The Time:
Company’s old leadership felt that those now-legendary “Sprint 1,000″ were costing the company more in customer support than they returned in revenue.

The Near-Death Experience:

The Risks of Underinvesting in Social Media

by Matthew Goral 17 Sep 2014 Blog Post, Infographics

The social media industry did not exist 15 years ago. It is one of the youngest media industries, but in its short life, it has developed a total value of nearly $300 billion. Facebook alone has generated $2.5 billion in Q1 of 2014.


These figures are largely due to the 1.97 billion active users of social networks, worldwide. That is to say, there are nearly two billion (nearly one in every three people worldwide) individuals logging into social networks regularly and routinely. They log on to connect with old friends, to share interesting stories and to engage with brands. Unfortunately, many brands aren’t there. (more…)

Socially Earn a Place in Their Hearts and Mind

by guest 16 Sep 2014 Blog Post

This post was written by Kare Anderson, the Co-Founder and CEO of Say It Better. Kare was recently featured in our The Elements Of Social Selling whitepaper. You can download it here.

In our increasingly connected, information-flooded and complex world, those who become successful at social selling will combine the traits of empathic communication intelligence (ECI) and social tech savviness. Additionally, their insights – drawn from first-hand contact with prospects and clients — will make them integral part of their company’s operations. Companies able to retain these top performers will be those that encourage and facilitate ever greater cross-support and innovation, inside and outside the ‘walls’ of their firm. here are some traits that may make you one of those sought-after social selling stars.


Playing Your Cards Right: Getting the Most From Twitter Cards

by biancaohannessian 15 Sep 2014 Blog Post

Twitter Cards

If you’re not already familiar with Twitter Cards, they are an awesome (read: free) way to maximize the impact of your brand’s shared content on Twitter. Here’s our take on Cards and how brands can get the most from them.

Social Media Round-Up: September 13, 2014

by Matthew Goral 13 Sep 2014 Blog Post

This week in social media

Here’s this week’s round-up of social media updates…

Video Ads for Unpaid Users of Spotify

Spotify has announced their plan to make better use of their unpaid user-base by implementing video ads and “sponsored sessions.” Approximately 3 of every 4 Spotify listeners do not pay for membership and allow ads to interrupt their listening experience. Now, Spotify will allow brands to take full advantage of ad breaks, with the option to include 15 and 30 second videos. These videos will only pop up if the user’s browser is maximized. Spotify will also give brands the option to sponsor 30 minute ad-free listening sessions for unpaid mobile users. Users will need to watch a short video ad from the brand to begin the session.

New Marketing Opportunities For Larger iPhone 6

Apple’s reveal of the new iPhone 6 has everyone talking about the new, larger screen. Marketers are already excited by the opportunities that the size increase presents. The iWatch, the long-awaited wearable peripheral, is slated for release next year and brings its own set of opportunities for ads to the table. Advertisers are excited to see what they will be capable of doing with the small wearable device. The nature of the device ensures that ads will be seen more frequently.

Facebook Puts Ephemeral Posting to the Test

Facebook experiments with ephemeral posts that disappear after a designated period of time. The Snapchat-like feature is only being tested among users in certain areas, as per Facebook’s usual testing methods. Posts will expire after their given life-span, but the data will remain on Facebook servers for 90 days. The appeal of Snapchat’s marked-for-death messages is obvious, but will Facebook users feel the same? The posts will be visible in the same manner as all other Facebook material, so timed-deletion might seem like a strange addition.  Facebook won’t want this new feature to go the same way as their dead-on-arrival Slingshot app.

Matthew GoralMatthew Goral is an Editorial Intern at Sprinklr New York. He attends the Interactive Telecommunications Program at New York University, where the square block of art is forced through the circle slot of the internet by the hammer of technology.