I have been turning around and rebuilding customer service organizations for the past 22 years in the telecommunications industry. I have built scaleable and technology enabled service organizations with extreme customer focus.

Telecommunications companies with customer satisfaction ratings in excess of 95% typically have a Return on Invested Capital of 5% and market value is between 4-6 times book value.

Sprint seems to have lost it's way and forgotten about its customers. It's customer satisfaction ratings are low and its market value is barely equal to its book value.

My formula or model if you may call it that for Sprint's improvement is simply as follows:
- Create your Brand
- Market your Value
- Embrace your Network Quality
- Serve your Customers

Sprint's Key Differentiators are:
- Nationwide Push-to-Talk Network
- Solid Voice Network Quality
- WiFi Data Network
- Cool Phones and PDAs

Sprint is too inwardly focus instead of focused on its market and customers. It is all about leadership. Hopefully Sprint's new CEO will dust off the cover and instill some Good 'ol Value Marketing 101 in the organization or just give me a call...it's simple.