Part 3/12:
Management teams were in conflict, and drastic measures had to be taken; thousands of jobs were cut, and failing stores were shuttered as internal strife tore at the fabric of the newly formed organization. Dan Hesse, who succeeded Forsee as CEO, realized this blunder and reflected that merging on equal terms was a poor strategy. As reported by Bloomberg, the Nextel merger is considered one of the worst in corporate history.
Despite these significant issues, the more pressing concern remained: customer dissatisfaction. Worse service experiences after the merger resulted in waning customer loyalty, reflected in Sprint’s plummeting customer satisfaction ratings.