T-Mobile 's latest Un-carrier announcement deals with live customer service
We wonder how many business schools use T-Mobile as a case study in how to turn around a company. Back in September 2012, T-Mobile named John Legere CEO and things started to change from that moment on. Mired in fourth place among the four major U.S. wireless providers, T-Mobile was behind in building out its LTE network and many consumers only knew of the company because of its spokeswoman Carly.
Legere, with his brash manner, long hair and magenta-tinged wardrobe, has become a tireless spokesman for his company. Today, he was out front again as T-Mobile unveiled the latest Un-carrier move. Called T-Mobile's Team of Experts, the carrier says it has removed the biggest pain-point for customers, which it says is the old and broken customer care system. That means no more robots and no more automated menus. You won't have to yell "representative, representative" on the phone and get transferred from one department to another. Perhaps the best part of this initiative is that customers won't have to listen to that crappy muzak playing in their ears as they wait to be sent to another department.
Instead, T-Mobile says that "With Team of Experts, when you call or message T-Mobile, you get a tight-knit team dedicated to you and others in your city." With its announcement, T-Mobile says that the carrier's customers will be treated like rock stars wherever they go. The carrier is now giving subscribers a free annual subscription to music streamer Pandora and access to special tickets for live shows and concerts produced by Live Nation. That includes seats held aside in sold out sections, and discounted ducats.
"Our customers get treated like rock stars with Team of Experts, and we believe they ought to be treated like that everywhere they go. Music connects us, so we’re connecting our rock star customers with exclusive magenta extras at Live Nation events and with Pandora. Now, when they turn on their tunes or head to a show, they’ll get an elevated experience, just for being with T-Mobile. We’re always looking to thank our customers in bigger, bolder ways…this latest move is no exception – and we won’t stop!"-Mike Sievert, COO, T-Mobile
Check out T-Mobile's videos about its new Team of Experts initiative. One, starring Rainn Wilson from The Office, can be seen at the top of this article. The second video can be viewed directly below.
source: T-Mobile
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