Love him. Hate him, but give T-Mobile USA's CEO John Legere credit as he is astutely aware of social media and the power it has. And, he doesn't duck and hide like his peers at the competition. He rises to the challenge, takes the reins and engages. More importantly, when a problem rises, he's on it. Instead of the usual CEO ducking and hiding style and pushing things off to the PR team, Legere and team took action, got to the bottom of the problem(s) and now have a fix. Legere to his credit has been engaging with me this morning via Twitter.
As a result of my post of last night a call first thing this AM from his SVP of Customer Service came in. And on that call I didn't get the usual soapy, syrupy apologies and silly excuses. I got facts. Action and promises of things being made right. Try that with AT&T or Verizon and see what you get. Crickets would be the first thing you'd hear…nada, nothing…and maybe even more of the silent treatment, ignoring the customer. That's all old school telco. Legere and team and new school mobile and know that the GenX and Millenial market wants solutions, fixes or they're GAWN FAST.
This is now the second time in a few months where I've seen how well T-Mobile "listens" to their socially aware customers. Each time the person responsible for the issue, not the Customer Service team, dealt with the problem, owned it, and managed it. Honesly, in over 30 years of having a mobile phone, I've never seen such transparency, honesty, candor and a willingness to immediately correct the problem that wasn't mine, but which impacted me.
Hat off to John Legere and his team..they clearly get the point that your customers who care, don't hate you, they help you.