Many companies claim to be “customer centric,” prioritizing people who use their products over all others, nevertheless not which many do so in reality. When Legere took over at T-Mobile, he headed straight for the call centers.
“I got which resounding kind of feedback which people hated wireless … They could go to a store to buy a phone in addition to they could come out with, like, all which stuff which they hated,” he told CNBC’s “The Brave Ones.”
“Nobody calls to say: ‘I love you.’ They call when they’re so frustrated. in addition to I heard the way which they were taking care of them. in addition to which was a big part of me thinking which if I could get the whole company to behave which way in addition to care about which customer so much, which we genuinely could be different.”
Legere currently gives out his email address to customers via his Facebook page, in addition to his strategy has seen a turnaround to the tune of a $3.8 billion profit in 2016, up by a loss of $4.3 billion in 2011.