I think your right to an extent..

Obviously some things needed to change, or they would'nt have released the Belief Project.

You emphasized customer loyalty.. hense belief rewards for the customer. Loyalty is for the customer, not the associate however Associates do get paid a quartely bonus to be compensated for "churn" (customers retained) or so it states in its stockholder agreements. If that is so, then motivation is still there b/c they still get bonuses based of it. What that looks like I have no idea, the amount I'm sure would cause another debate if anyone shares that information.

Its a cut throat world in wireless, Everyday I get calls from about every other carrier trying to get me to switch over. So, maybe your right. Maybe its a way to cut cost, but its sales... Earn it.

Interesting point though