My two year contract was up and Sprint sent me a few reminders and "incentives" to renew. So I did a lot of research on plans, phones and competitors and was really perplexed. I like my small flip Katana because it fits in my Levis change pocket and (living in the West) also had analogue.
What to do?
All the offers expired soon so I called customer service. And they spent forty minutes with me going over the different plans. Turns out we both agreed the current plan was pretty good for what I needed. So she offered to shave 18% off my monthly plan, give me a credit to use if I ever wanted to upgrade my phone and one month credit.
And this is smart. I'm happy and this is so much better and cheaper than trying to acquire a new customer. Know your customer acquisition costs, and you'll find it pays to keep your current customers happy.